COMPANY: Government of Alberta

PLACEMENT TYPE: Temporary / Possible Temporary to Permanent

CONTRACT LENGTH: TBD

COMPENSATION: $22.00 - $24.00/hour

ADDRESS:Downtown Office

LOCATION: Onsite

HOURS: Monday to Friday, 8:15am - 4:30pm

*must be available 24/7 during wildfire season in case of extreme provincial emergency (call-ins are extremely rare)

DUTIES & RESPONSIBILITIES:

• The Service Alberta contact centre serves as the main reception/phone line of the entire Government of Alberta.
• The Service Alberta contact centre is a very large contact centre with many different programs running at any given time.
• The most common program that the Information Officer will be asked to support is the MyAlberta Digital ID program or (MADI)
• MADI is a unique digital ID that allows citizens to access Government services.
• Supporting this program will require the Information Officer to receive inbound calls from citizens regarding setting up their My Alberta Digital ID, resetting their passwords, creating login credentials, navigating the website, or answering any other questions they may have.
• Other programs they may be asked to support include but are not limited to:
• Wildfire resources, financial assistance programs, campground services, registry services, and more
• During the hot summer months the Information Officer will be asked to support the wildfire support line. If asked to support this program, the Information Officer will need to advise callers on emergency evacuation routes, evacuation centres, evacuation support payments, and designated emergency supply-locations.

MUST HAVES QUALIFICATIONS:

• 3+ years of customer service experience, someone who has dealt with complex customer service situations
• Mature individual that is capable of diffusing heated situations
• Extremely articulate and polished verbal communication skills
• Must be tech-savvy and able to learn new softwares quickly

LIKE TO HAVE QUALIFICATIONS:

• Previous call centre experience
• Previous government or banking experience

WHY SHOULD YOU WORK THERE?

• Opportunity for contract to convert into permanent role with Government of Alberta
• Lots of room for growth (increased compensation, responsibilities, titles, etc)
• Great work environment with supportive leadership
• Thorough training program & professional development
• (If converted) Extremely stable employer
• (If converted) Pension plan
• (If converted) Government benefits plan