Job Number: 56160The Customer Service Representative (Clerk II) connects members of the public and City of Edmonton employees to services, programs and information, while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.The CSR plays a key role in being a service ambassador proudly serving clients in a friendly, productive and effective manner.While building solid relationships they will apply their exceptional customer service skills, multi tasking ability and strong oral and written communication skills to interpret customer needs, research responses and collect the required information while adhering to all City of Edmonton standards.What will you do?Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real time, high volume and fast paced environment, while ensuring a welcoming and professional experienceProvide responsive service through all access channels including telephone, email and in person by utilizing active listening and probing skills to facilitate a resolution Respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracyApply well-developed, problem-solving and technical skills by concurrently using multiple systems to handle time sensitive inquiriesEnter and retrieve data in the customer relationship management system as well as other management systemsUtilize strong customer service skills to effectively deal with all situations including managing difficult customersApply good judgment and sound decision making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcomeKeep informed of policies,



regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followedKeep up to date on changes and current events by utilizing tools, systems and documentation in placeActively participate in ongoing learning and trainingPerform other related duties as requiredQualifications:Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or collegeMinimum of two years of experience in a customer service environmentAgents will be required to pass a training program with at least the minimum certification scoringAssets:Previous Call Centre experience, preferably in 311 environmentExperience using CRM, POSSE, TACS and SAPCustomer service training certificationSkills required for success:Proficient typing skillsExcellent verbal communication, sound writing, and well-developed problem-solving skillsHighly developed customer service and telephone communication skills, with a focus on active listeningDemonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situationsExperience conducting research using various tools with an emphasis on delivering accurate informationAbility to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multi-tasking, organizational and time management skillsProven success performing individually and as an active, reliable and engaged team playerProven reliability,



with a consistent record of attendance at work is a must in a real time environmentAbility to communicate with an advanced level of written and spoken English languageDemonstrated proficiency with technology such as Google Applications, Gmail and Internet including searching for information onlineMust successfully complete the initial training program with at least the minimum certification scoring, no absence from training is permittedAbility and availability to work various shiftsAlignment to our Cultural Commitments and Leadership Competencies ( a culture of equity, diversity, reconciliation and inclusionApplicants may be testedConditions of Employment:Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirementWork Environment:The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply.

We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits to 20 temporary part-time positions availableHours of Work: 20.25 - 39 hours per week, Monday - Saturday.

The majority of the hours fall between 7am - 7:15pmSalary Range: $25.174 - $31.256 (Hourly)Recruitment Consultant: KE / SBEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.Classification Title: Clerk II - 8 HoursPosting Date: Oct 2, 2026Closing Date: Oct 14, 2026 11:59:00 PM (MDT)Number of Openings (up to): 20 - Temporary Part-timeUnion : CSU 52Department: Communications & Business IntelligenceWork Location(s):3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4

📌 Customer Service Representative (Clerk II) (Edmonton)
🏢 City of Edmonton
📍 Edmonton