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As the primary public face of the Animal Care & Control Centre, Customer Service Representatives play a vital role in fostering safe, responsible, and compassionate pet ownership across our community. Operating on the front lines, you will navigate complex regulatory situations under municipal bylaws while delivering exceptional, high-integrity service—often during challenging or emotional moments. This position seamlessly balances administrative precision, such as managing animal data records and processing intakes or releases, with de-escalation, professionalism, and empathy. By exercising sound judgment, adaptability, and unwavering patience, you will transform difficult interactions into positive outcomes. Ultimately, your work directly supports public compliance, community safety, animal welfare, and the successful reunification of pets in our city.

What will you do?

• Provide information to educate and guide community members on responsible pet ownership, animal welfare, City bylaws, policies, procedures, and relevant provincial legislation
• Create, issue, maintain, and update pet license accounts across all channels, troubleshoot billing errors, mail pet tags, and follow up on delinquent or accepted accounts
• Provide frontline customer service and employ de-escalation techniques during sensitive or high-stress situations involving pet illness, injury, loss, or aggressive behavior
• Deliver compassionate support to vulnerable community members through resources, supplies, or referrals to partner organizations
• Facilitate community reunification support by managing lost and found public posts on Shelter Buddy, making follow-up calls, and coordinating trap rental services
• Assist individuals searching for lost pets, verify proof of ownership through documents or identification, and process animal releases in accordance with standard operating procedures
• Safely conduct animal intakes by evaluating eligibility, assessing non-verbal body language, scanning for microchips using Fear Free methods, and housing animals appropriately
• Coordinate equipment rentals, educate on humane trap usage, schedule intake appointments, and issue deposit refunds
• Process financial transactions across multiple payment systems, maintain and balance cash floats, fulfill Cash Attendant duties, and prepare daily deposits
• Maintain privacy compliance for internal and public records in accordance with Access to Information and Protection of Privacy legislation
• Other duties as assigned

Qualifications

• High school diploma including business subjects or completion of an appropriate administrative certification program
• Minimum 2 years of diversified customer service experience navigating difficult, stressful, or emotional situations with composure
• Minimum 2 years of experience in an office environment performing data entry, word processing, and maintaining detailed electronic records
• Experience processing financial transactions, managing cash floats, and balancing daily deposits
• Demonstrated experience working with and handling cats, dogs, and other companion animals in a shelter, veterinary, or similar environment

Assets:

• Completion of the NAIT Veterinary Medical Assistant program or an equivalent credential
• Technical proficiency with Google Workspace, Shelter Buddy, POSSE, or iNovah software

Skills required for success:

• These are skills we cannot measure or screen to. Adding them here will allow you to ask questions on the interview. Example. competencies, abilities, knowledge]
• Strong written and verbal communication skills with a proven ability to de-escalate emotional or high-conflict interactions
• Exceptional customer service, active listening, and non-violent conflict resolution skills to handle sensitive interactions with tact and empathy
• Foundational knowledge of the Animal Care and Control Bylaw, the Animal Protection Act, and privacy guidelines, with the ability to explain legal requirements clearly
• Ability to interpret animal body language and apply Fear Free handling techniques confidently and safely
• Resilience, adaptability, and self-awareness to navigate high-volume workloads, compassion fatigue, and vicarious trauma in a shelter environment
• Strong analytical, time management, and problem-solving skills to make sound independent decisions in the best interest of animal welfare
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation, and inclusion

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) that is satisfactory to the City of Edmonton, and there may be a cost associated with this requirement
• Ability to tolerate sustained exposure to cats, dogs, and other companion animals without severe allergic reactions
• Ability to perform physical tasks associated with animal care and facility operations, including standing, walking, bending, and lifting up to 50 lbs.
• Applicants may be tested

Work Environment:

• Due to the nature of this work, this position is not eligible for a hybrid work arrangement
• 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
• Primary work is performed indoors within a high-volume, dynamic public shelter facility
• Direct exposure to animals, animal noise, potential biohazards, unpredictable animal behavior, and volatile public interactions
• Availability to attend events during the evenings and weekends may be required from time to time
• Exposure to environmental conditions, including noise
• This role requires completion of repetitive and strenuous tasks such as [standing, walking, kneeling, bending, stooping, crouching, lifting items such as cat traps and carriers up to 50 lbs pushing, pulling, reaching, repetitive jerking associated with leash control of dogs requiring physical stamina and resilience
• This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states

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 employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 temporary full-time position for up to 11 months

Hours of Work: 40 (9:45am-6:15pm on a rotating schedule which includes Saturdays)

Salary Range: $25.174 - $31.256 (Hourly); $52,563.310 - $65,262.530 (Annually)

Recruitment Consultant: PC/RA

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

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