Increasing the City of Edmonton’s livability, the Animal Care & Control Centre looks out for everyone's safety, including animals on the streets. The Animal Care and Control Centre requires courteous and professional Customer Service Representatives who can provide exceptional customer service and educate the public about responsible pet ownership. Your success will be measured by your ability to achieve timely results in the context of a respectful, inclusive and service-minded style

What will you do?

• Act as the first point of contact at the front counter for animal intake, release, trap rentals and pet licensing
• Obtain and record all necessary information in Shelter Buddy when a stray animal is brought in or released, ensuring that all details are documented thoroughly and accurately to ensure legal requirements are met
• Ask key questions and/or request proof of ownership to minimize any opportunity for fraudulent claims of ownership when releasing animals with no identification
• Educate pet owners on responsible pet ownership practices including compliance with Municipal Bylaws and Provincial Acts; work in collaboration with Animal Control Officers to impose the fines and fees for stray pets as specified in the Animal Licensing and Control Bylaw and Provincial Acts
• Process payment transactions for animal kennel fees, bylaw violation fines, pet licenses, trap deposits, donations and issue receipts; count, reconcile, and deposit funds collected and prepare daily bank deposits
• Create and maintain Pet License accounts and support Animal Control Officers using POSSE
• Process exception mail, which requires analysis and correction of Pet License accounts. Quote the appropriate fees and bylaw requirements and record the action taken
• Participate in working committees or project teams as required
• Complete related clerical duties as required and maintain the public waiting areas and shared workspaces/common areas
• Perform other duties as assigned

• Completion of Grade 12 including business subjects with an emphasis on the area of general office practices, or completion of an appropriate certificate program from an approved business school or college
• Minimum of 2 years of diversified office and word processing experience that includes strong customer service, helping customers in difficult situations with tact and compassion (i.e., grieving pet loss); and conflict resolution

Assets: 

• Completion of the NAIT Veterinary Medical Assistant program or equivalent
• Proficiency with POSSE, iNovah and Shelter Buddy
• Excellent verbal & written communication skills Proficient skills in a desktop environment, including the use of Google applications
• Knowledge of Freedom of Information and Protection of Privacy Act (FOIP) and Payment Card Industry (PCI) Compliance Standard

Skills required for success:

• Ability to thoroughly and accurately create and maintain detailed electronic records; proficient typing and data entry skills
• Sound knowledge of the Animal Protection Act and the Animal Licensing and Control Bylaw 13145 with the ability to interpret, quote and defend bylaw requirements
• Excellent time management skills and the ability to manage a high workload under stressful situations; ability to make sound decisions, work independently and with multiple competing priorities
• Ability to work effectively in both independent and in team situations while actively contributing to a safe, healthy positive environment
• Experience with and ability to handle, work with and be around cats, dogs and other animals without allergic reaction
• 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
• 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
• Shift work requirements - The Animal Care & Control Centre is open 6 days a week, 8 AM - 6:30 PM including weekends. Evening and weekend work is required
• This role works primarily in an indoor setting
• Availability to attend events during the evenings and weekends may be required from time to time.
• This role requires completion of repetitive and strenuous tasks such as [standing, walking, kneeling, bending, stooping, crouching, lifting items such as 50 lbs, pushing, pulling, reaching, using feet/hand controls] 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 [email protected]. Learn more about our benefits https://bit.ly/COEbenefits

1 temporary full-time position for up to 11 months

Hours of Work:  40 hours per week. The Animal Care & Control Centre is open 6 days a week, 8 AM - 6:30 PM including weekends. Evening and weekend work is required
Salary Range: $25.174 - $31.256 (Hourly); $52,563.310 - $65,262.530 (Annually)
Recruitment Consultant: PC/SO

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