Customer Experience Host - City Hall (TERM)

Description

About Red Deer:
Red Deer sits at the heart of Central Alberta along the QEII corridor, perfectly positioned between Calgary and Edmonton. With more than 100,000 residents and a regional reach of over 300,000, it’s a growing hub for business, services, and opportunity.

Here, big-city amenities meet small-city ease. Enjoy abundant parks and trails, vibrant arts and culture, excellent recreation and education, and a strong sense of community.

With easy access to lakes, outdoor adventures, and the mountains, plus a thriving economy and high quality of life, Red Deer is an inviting place to live, work, and grow.

About The City of Red Deer Municipal Government:
The City of Red Deer is a dynamic municipal organization with a $480M operating budget, a $60M capital program, and a workforce of nearly 1,700 employees. It is focused on growing with purpose by attracting talented, community-minded people who want to make a difference.

Guided by the vision “Our City, One Voice,” Red Deer is building a thriving, inclusive, and connected community, with priorities centered on a vibrant economy, community wellbeing, and strong engagement.

At its core, the City values its people, embracing diverse perspectives and fostering a culture of collaboration, innovation, and shared success.

The Opportunity:
The City of Red Deer is currently recruiting a Customer Experience Host – City Hall to fill an 18-month part-time term position. The Customer Experience Host will provide the welcoming first impression to customers in person, on the telephone or electronically when they interact with The City of Red Deer. This position has the primary duty of helping customers/ visitors feel welcome and determine how best to assist them. The Host is responsible for greeting and assisting customers/visitors to City Hall, serving as primary reception for the organization, and projecting a pleasant and personable demeanour, and ensuring a positive experience for customers and citizens.

Top Key Responsibilities:

• Deliver Front-Line Customer Service - Greet all visitors, provide a welcoming environment, and direct them to the appropriate department or service.
• Manage Reception and Telephone Operations - Answer and route calls via the main City line professionally, ensuring accurate and timely communication.
• Assist and Resolve Customer Inquiries - Respond to inquiries (in-person and phone), including handling difficult interactions with professionalism.
• Coordinate with City Departments - Liaise with internal departments to address customer needs and ensure seamless service delivery.
• Support Digital Access and Self-Service Tools - Help customers navigate and use online systems available at City Hall.
• Monitor and Maintain Front Entrance Area - Ensure the lobby/vestibule is clean, organized, and presentable; coordinate with custodial services when needed.
• Escalate Issues and Track Customer Feedback - Report complaints and relevant information to appropriate departments and advocate for service improvements.
• Provide Administrative and Document Handling Support - Receive, process, and distribute documents (e.g., tax forms, election materials, packages).
• Support Emergency Procedures - Assist with evacuation protocols, control building access during emergencies, and support the Chief Fire Warden role.
• Assist with Cross-Functional and Mailroom Duties - Provide backup support for data entry, mailroom operations, and internal delivery without impacting front desk service.

As our preferred candidate, you will have:

• Grade 12 with minimum 5 years of related customer service experience in a political and public facing industry.
• Customer service experience in a municipal or other public sector environment would be an asset.
• Preference given to candidates with training in conflict resolution (ex. verbal judo, peace in the workplace, etc.).
• Maintains an awareness of current programs offered by The City, as well as special events and downtown programming.
• Keeps up to date with and provides visitors with accurate information about the city, and the services and programs available through The City.
• Ability to be assertive and to deal with aggressive or unpleasant behaviour either face to face or over the phone with difficult customers. Excellent conflict resolution skills.
• Knowledge of The City, its programs and services, and the ability to maintain awareness of current programs and events.
• Ability to communicate effectively, respectfully, and clearly.
• Basic computer skills with Word, One Note, Teams, Excel, and familiarity with reddeer.ca.
• Ability to work independently in accordance with policies and procedures.
• Ability to take customer suggestions and provide internal feedback to enhance department and corporation procedures.
• Ability to attain Current Standard First Aid and Cardiopulmonary Resuscitation (CPR) Level 'C'.
• Ability to walk and stand for long periods of time.
• Ability to lift up to 25 lbs.

Affiliation: Canadian Union of Public Employees, Local 417
Status: Term Part-time
Remuneration: $27.00 to $28.59 per hour
Hours of Work: Up to 75 hours biweekly; Monday to Friday as scheduled, some evening and weekend work may be required when needed.
Additional Information: The term of this position is anticipated to be approximately 18 months.

The City of Red Deer does not permit the use of unauthorized internet resources or Artificial Intelligence (AI) tools (for example, Copilot, ChatGPT or any other form of AI) during interviews or any supervised or timed assessments. Any violation may be investigated and result in serious consequences, including the rejection of your application.

We thank you for your application. Only those selected for an interview will be contacted.