As an Operational Liaison Representative, you will manage inquiries, requests and escalations from a variety of internal and external parties, including contacting customers by telephone and in person to fully understand the depth of their concerns and determining the appropriate course of action for resolution. Primary duties include:
- Respond to a high volume of citizen queries on a wide range of topics via telephone, e-mail, web inquiries and/ or 311.
- Respond to Water related emergency requests.
- Manage information related to citizen concerns and complete follow up work.
- Serve as a key contact for Calgarians, providing on-site presence at Water repair sites, connecting with impacted citizens related to the repair and addressing their concerns in-person.
- Support Repair Crews related to Water Outages.
- Liaise with Indemnified Contractors, Water Services Field Staff, Field Supervisors, POPA/ATIA Coordinators, City Claims Adjusters, and other business units.
- Recognize and flag potential escalations.
- Dispatch appropriate crews to address the outstanding issues and reduce impact to health, property damage, and/or The City's reputation.
- Complex scheduling for crews to maintain water and sanitary assets.
- Enter data collected from a variety of sources into data management systems in order to maintain the accuracy and quality of the asset management and customer service records.
- Handle confidential information and liaise with management for claims inquiries.
- Compile statistics which may be used to improve the flow of work or service to citizens and submit recommendations.
Qualifications
- A completed 1-year certificate in business administration, communication, customer service, quality assurance or a related field and at least 5 years of experience in a customer service environment; OR
- A completed 2-year diploma in business administration, communication, customer service, quality assurance or a related field and at least 3 years of experience in a customer service environment.
- A valid Class 5 Driver's License (or provincial equivalency) with no more than 6 demerits OR a Class 5 Graduated Driver's License (GDL) with no more than 4 demerits, and no current charges or suspension pending is required.
- Experience navigating software while on the phone gathering customer information is essential.
- Intermediate proficiency with Microsoft Office (Excel, Outlook and Word) would be considered an asset.
- Knowledge and previous experience of using 311, OWAM and Pelican Software applications would be considered an asset.
- Success in this position requires the ability to troubleshoot, keep track of details and problem solve.
- Strong communication, collaboration and customer service skills are essential.
- The successful candidate will demonstrate the ability to multitask, prioritize and action time sensitive requests, in addition to the ability to make independent decisions under pressure while adhering to established processes.
Working Conditions: Office environment with some outside working, involving outdoor conditions, driving, and direct interaction with customers.
Pre-employment Requirements
- Successful applicants must provide proof of qualifications.
Position and Pay Information
- Business Unit: Water Services
- Union: CUPE Local 38
- Position Type: 2 Temporary (up to 20 months)
- Compensation: Pay Grade 8 $39.00 - 52.14 per hour
- Hours of work: Standard 35 hour work week
- Days of work: This position works a 5-day work week with 1 day off in a 3 week cycle.
- Location: 625 25 Avenue SE
- Audience: Internal/External
- Apply By: November 2, 2026
- Job ID: 315557
