Contract Services Coordinator

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. 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.

Reporting to the Team Lead, Key Accounts, the Contract Services Coordinator will act as the subject matter expert for The City's water utility business. You will define and resolve issues related to customer services and work with the Customer Care Centre to implement and manage programs and services. Primary duties include:

• Act as the single-point of contact and subject matter expert (SME) on behalf of Water. Establish and manage client relationships with internal/external service providers to ensure an effective working relationship and efficient delivery of services.
• Coordinate information updates to and from Water Services Customer Care, and other internal customers.
• Monitor and report customer satisfaction and performance metrics reporting to identify customer service issues and trends. Provide results, analysis and recommendations to Utilities and Environmental Protection (UEP) Contract Manager, key stakeholders, and the Water Management Team.
• Review, develop, and update customer service and billing policies and processes. Liaise with Water Resources/Water Services to ensure consistency and efficiencies in policies and processes. Identify opportunities for continuous improvement.
• Develop, review, and update new and existing business processes and service order requests in coordination with UEP contract governance committees, UEP Contract Manager, and Water business process owners.
• Facilitate root cause analysis workshops.
• Facilitate, lead, and coordinate governance committees on a monthly and quarterly basis.
• Provide information to and training sessions for staff in 3-1-1 Call Centers.

Qualifications

• A degree in Business or a related field and at least 5 years of progressively responsible experience managing customer service delivery in a customer care center or utility industry.
• Experience using strategic analysis to drive continuous improvement within business processes is essential.
• Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint) is required.
• Previous work experience with performance metric reporting; Systems, Applications and Processing (SAP) or the Motorola Customer Service Request (CSR) system will be considered assets.
• Success in this position requires strong organization skills; the ability to work independently and consult with staff at all levels in the organization; excellent judgment and interpersonal skills; and familiarity with project management theory and practices.

Pre-employment Requirements

• Successful applicants must provide proof of qualifications.

Union: CUPE Local 38

Business Unit: Water Services

Position Type: 1 Temporary (up to 24 months)

Location: 625 25 Avenue SE

Compensation: Pay Grade 11 $44.76 - 59.84 per hour (2025 Rates)

Days of Work: This position typically works a 5 day work week, with 1 day off in each 3 week cycle.

Hours of work: Standard 35 hour work week

Audience: Internal/External

Apply By: January 24, 2025

Job ID #: 311162