Information Officer

Government of Alberta; Edmonton; On-site; CAD 49,000 - 62,000; Full time

Job summary

An established industry player is seeking a dedicated Information Officer to join their team. This role focuses on providing exceptional customer service in a fast-paced call center environment, assisting the public with inquiries related to health legislation. The ideal candidate will excel in communication, demonstrate strong problem-solving skills, and thrive in a collaborative setting. If you are passionate about serving the community and enjoy working in a dynamic atmosphere, this opportunity offers a chance to make a meaningful impact while developing your career in public service.

Qualifications

• High school diploma required with three years of related experience.
• Customer service experience and knowledge of legislation preferred.

Responsibilities

• Provide accurate information regarding health legislation to callers.
• Respond to public inquiries in a courteous and timely manner.

Skills

Excellent communication skills

Problem-solving skills

Customer service experience

Ability to work in a team

Multi-tasking abilities

Knowledge of legislation

Education

High school diploma

One-year certificate

Two-year diploma

Tools

Microsoft Office (Outlook, Word, Excel)

CXone

ServiceNow

Job description

Job Information
Job Title: Information Officer
Job Requisition ID: 65354
Ministry: Service Alberta and Red Tape Reduction
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: January 8, 2025
Classification: Administrative Support 5
Salary: $1,913.27 - $2,342.49 bi-weekly ($49,936 - $61,138/year)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported.

Every Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client-focused services that meet and exceed our clients’ expectations. We are looking for collaborative, agile, solutions-focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment? If yes, we have an incredible career opportunity for you!

Reporting to the Team Lead, as the Information Officer, you will be primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies. The position responds to public inquiries regarding health legislation and related programs.

Your main responsibilities will be to provide full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs in a courteous and timely manner.

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• The ability/willingness to work in a fast-paced challenging team environment, multi-task, and be self-directed while maintaining a high level of productivity and quality.
• Strong and creative problem-solving skills.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.

Qualifications
High school diploma and three years of related experience.

Equivalency: Please see below.

Preference will be given to the following:

• Customer Service Experience
• Experience working with Microsoft Office (Outlook, Word, and Excel), strong keyboarding skills are required.
• Knowledge of CXone, Reflections, and ServiceNow or similar computer programs.
• Knowledge of Acts, Legislation, and Agreement including but not limited to FOIP Act and appropriate regulations.
• At least 6 months high volume call center experience.
• A one-year certificate and two years of related experience.
• A two-year diploma and one year of related experience.

Hours of work: Monday – Friday, 8:15 AM - 4:30 PM
Location: Terrace Building, 9515 - 107 Street, NW. This is an in-office, on-location position.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS) or from a recognized Canadian Credential Evaluator.

Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level. We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.