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Position title: Customer Service Assistant (60% time)

File: FCC351-12/13

Location: Olds, Alberta

Closing date: Monday, March 18, 2013

Division: Operations

Language requirement: English

Customer service skills a must
You’ll greet everyone with a warm smile and friendly reception. Use your organizational, word processing and computer skills to prepare documentation, maintain filing systems and manage correspondence. You have at least one year of office experience.

These competencies describe the required behaviours and expectations for the position:

ORGANIZATIONAL COMPETENCIES		JOB COMPETENCIES
Agility Observes organizational needs and makes a commitment to meet its objectives. Accepts differences in alternative approaches and responds appropriately based on the organization’s best interest. Customer experience Maintains clear communication. Identifies and refers to areas of mutual interest as a means of establishing positive and effective working relationships with customers and/or co-workers. Initiative Takes responsibility for own performance and takes action to meet goals set by others. Learning and innovation Challenges the status quo. Further investigates situations by paying attention to the communication of others, asking questions and completing a thorough review of materials to gain additional perspectives in learning. Solution focus Recognizes both the challenges and opportunities of a situation before resolving problems. Breaks problems into manageable parts and identifies the implications. Teamwork and partnership Values others’ input, experience and expertise and contributes own point of view. Highly involved as a team member or partner.		Customer business sense Seeks to understand and respond to customers’ immediate business needs. Appreciates how basic assistance can affect a customer’s business and begins to build relationships. Delivering service and quality Demonstrates heightened concern for service delivery and quality results. Checks processes for acceptable deviations from established service standards to deliver on commitments. Effective communication Pays attention to what others are saying by listening actively and attentively. Remains calm and rational when challenged, and is able to understand other people’s points of view and respond in a practical and professional manner. Identifying, planning and executing Determines the relative importance of needs. Prioritizes and sequences work and effectively changes direction when appropriate. Acts in a timely, thoughtful manner to ensure that end results are achieved. Knowledge sourcing and sharing Values knowledge – Continual learner who is eager to learn. Aware of where to look or find help. Seeks out new sources of knowledge to enhance job performance. Advances personal job knowledge. Applies knowledge gained to carry out own work more effectively and efficiently. Relationship building Maintains working relationships and contact with others to gather or provide information, or to advance the business relationship.

ORGANIZATIONAL COMPETENCIES

JOB COMPETENCIES

Agility
Observes organizational needs and makes a commitment to meet its objectives. Accepts differences in alternative approaches and responds appropriately based on the organization’s best interest.

Customer experience
Maintains clear communication. Identifies and refers to areas of mutual interest as a means of establishing positive and effective working relationships with customers and/or co-workers.

Initiative
Takes responsibility for own performance and takes action to meet goals set by others.

Learning and innovation
Challenges the status quo. Further investigates situations by paying attention to the communication of others, asking questions and completing a thorough review of materials to gain additional perspectives in learning.

Solution focus
Recognizes both the challenges and opportunities of a situation before resolving problems. Breaks problems into manageable parts and identifies the implications.

Teamwork and partnership
Values others’ input, experience and expertise and contributes own point of view. Highly involved as a team member or partner.

Customer business sense
Seeks to understand and respond to customers’ immediate business needs. Appreciates how basic assistance can affect a customer’s business and begins to build relationships.

Delivering service and quality
Demonstrates heightened concern for service delivery and quality results. Checks processes for acceptable deviations from established service standards to deliver on commitments.

Effective communication
Pays attention to what others are saying by listening actively and attentively. Remains calm and rational when challenged, and is able to understand other people’s points of view and respond in a practical and professional manner.

Identifying, planning and executing
Determines the relative importance of needs. Prioritizes and sequences work and effectively changes direction when appropriate. Acts in a timely, thoughtful manner to ensure that end results are achieved.

Knowledge sourcing and sharing
Values knowledge – Continual learner who is eager to learn. Aware of where to look or find help. Seeks out new sources of knowledge to enhance job performance. Advances personal job knowledge. Applies knowledge gained to carry out own work more effectively and efficiently.

Relationship building
Maintains working relationships and contact with others to gather or provide information, or to advance the business relationship.