Customer Service Representative, Calgary

We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti‑racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

Responsibilities

Provide information and answer questions on CH programs and processes through a variety of channels (including face‑to‑face, over the phone, electronic and email interactions).

Assess eligibility and prioritization for housing programs based on legislation and Calgary Housing criteria.

Assist customers to ensure application/tenancy documentation is submitted accurately and completely.

Complete documentation updates and ensure accuracy of all customer information.

Provide compassionate and equitable customer service to a diverse customer base in person and through other communication channels.

Provide information to guide customers to other Calgary Housing partners and other supports and programs in the community.

Assist citizens with completing and submitting new applications.

Qualifications

A High School diploma or equivalency (GED) plus job‑related courses (such as child and youth development, disability studies, substance abuse/mental health, housing/homelessness, etc.) and at least 5 years of experience in a fast‑paced, high‑volume customer service environment working with vulnerable populations; or

A completed 1‑year certificate in Human Services or related field and at least 3 years of experience; or

A completed 2‑year diploma in Human Services or related and at least 1 year of experience.

Intermediate proficiency with Microsoft Office (Word, Excel, Outlook) is required.

Working knowledge of the Protection of Privacy Act (POPA), Access to Information Act (ATIA), and Social Housing Accommodation Regulations (SHAR) will be considered assets.

Strong communication and interpersonal skills with the ability to effectively serve vulnerable populations with empathy, sensitivity, dignity and respect using sound judgement and professionalism.

Proven attention to detail, problem solving skills and the ability to adapt to changing priorities on short notice is essential.

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