Customer Service Representative, On-Call

As a Customer Service Representative, you will provide direct frontline customer service to the citizens of Calgary in-person, over the phone, and via email related to the services provided by Animal Care & Pet Licensing and in compliance with the Responsible Pet Ownership Bylaw. You will facilitate the reunification of impounded animals with their owners, process and reconcile animal licence purchases and renewals and coordinate the surgery scheduling for the No Cost Spay Neuter Program. Primary duties include:

• Answer questions and address concerns from citizens, provide information regarding services provided, relevant bylaws and processes and animal licensing requirements.
• Assist citizens with animal licence purchases, renewals, cancellations, and transfers.
• Assist citizens with animal redemption.
• Collect license and redemption related funds from customers.
• Schedule surgeries, answer questions and provide support for the No Cost Spay and Neuter program.
• Request and process proof of spay and neuter certificates for newly licensed pets.
• Schedule adoption appointments, answer questions and process pet adoptions.
• Provide information and assistance on the Safekeep program.
• Reconcile daily financial transactions from payments made online, through 311, at the front counter and payments received at City Hall.
• Complete online refunds, coordinate and track all refunds or Non-Purchase Order (non-PO) requests.

• A High School Diploma or equivalent (e.g. GED) plus job related course work and at least 3 years of front-facing customer service experience within the past 5 years, plus or including experience with animal care such as (but not limited to) in an animal shelter, animal rescue and/or vet clinic environment for a continuous period of at least 1 year. Experience with cats and dogs is required; experience with livestock and other animals is not considered.
• A post-secondary accounting course is required, including but not limited to accounting, financial accounting, accounting principles, accounting fundamentals, bookkeeping.
• An intermediate level of proficiency with Microsoft Office (Word, Excel, and Outlook) is required, along with the ability to enter data in an accurate and proficient manner.
• Applicants must be eligible to obtain a Commissioner of Oaths appointment.
• Experience working with the Chameleon database and the 311 Customer Service Request Motorola system will be an asset.
• Strong customer service and communication skills; a high attention to detail, excellent organizational skills, the ability to multitask, well developed conflict resolution skills, and the ability to handle difficult conversations while maintaining confidentiality on sensitive issues.