Manager, Customer Services

With a population of 32,097, Parkland County offers a range of municipal services and a vibrant mix of agricultural, residential, industrial and recreational opportunities. This unique rural area is situated on the west outskirts of Edmonton, just 20 minutes from downtown, and stretching over 2438 sq. km. of picturesque landscapes.

Key Responsibilities Include:

Parkland County has an opportunity for a temporary, full-time Manager, Customer Services position in the Legislative & Administrative Services department working from approximately November 2023 to January 2025. Reporting to the Director, Legislative and Administrative Services, the Manager, Customer Services is responsible for the overall strategic planning, organization, and management of customer service operations. This position will develop planned activities to meet the organization’s strategic customer service objectives and goals. The Manager, Customer Services liaises with key department shareholders to monitor and assess needs and identify any opportunities for improvements in service or administrative processes. This position will actively engage in staff resource planning and provide support, leadership and coaching to a team of Customer Service Representatives while actively monitoring key performance indicators and other metrics relating to front-line support. The successful candidate must possess strong time management skills as well as the ability to balance multiple priorities. This position must work with multiple departments and subject matter experts to gather data and develop sound courses of action to provide outstanding service levels both internally and externally. Considerable decision making, planning and problem solving is required.

Requirements:

The ideal candidate for this position will have the following:

A post-secondary diploma in management, business administration or a related discipline is required.

A minimum of five (5) years of related experience with a focus on Customer Service. Previous experience with project management, training and supervisory experience is required.

Familiarity working with call centre, knowledge base and CRM software is required as well as proficiency in Microsoft Office 365. The successful candidate must also possess the ability to learn, adapt and train others on new software programs.

Strong communication, interpersonal, organizational and time and project management skills are required. The successful candidate must possess excellent customer service skills along with the ability to establish and maintain effective, tactful and customer-centric relationships with internal and external shareholders.

Municipal Government experience would be considered an asset.

Valid Class 5 Driver’s License. Upon hire, a satisfactory current Driver’s Abstract must be provided.

The total rewards package for this position includes:

A starting annual salary of $88,707 – $110,884 based on a 35-hour work week and option to join the Earned Day Off Program.

In addition, extended health and dental benefits, access to our confidential Employee and Family Assistance Program, paid sick time, three (3) weeks vacation plus five (5) extra management days per year with your birthday off, flexible work arrangements allowing remote work options (based on position’s needs), and personal days. Our organization offers access to physical fitness including an employee on site gym and lunch exercise programs, a Social Club, a mental health committee, and a comprehensive training program with extensive learning and development opportunities. Visit our careers page to view the complete Total Rewards Package for this position!

Additional Information

Interested Candidates are Invited to Apply Online at careers.parklandcounty.com by Friday, September 22, 2023 at 4:30 p.m.

We thank all applicants in advance for their interest; however, only those selected for further consideration will be contacted. Applications will only be considered through the Parkland County website.

We are committed to fostering an inclusive workplace that welcomes, respects and values the multivariate diversity of current and prospective employees. We strive to provide reasonable access and accommodation throughout the recruitment and employment process. If you have any questions regarding this, please connect with our team at humanresources@parklandcounty.com

Additional Job Information:

Posted Date: Sept 11, 2023
Closing Date: Sept 22, 2023