Job Number: 55737
Are you a compassionate, detail-oriented professional who wants to make a meaningful difference in the lives of Edmontonians? Edmonton Transit Service (ETS) is looking for a dedicated Registration Agent (Clerk II) to join our Dedicated Accessible Transit Service (DATS) team. In this role, you will be the welcoming first point of contact for community members seeking accessible transit options. By guiding applicants through our registration process with empathy and care, you will help ensure that our transit services remain equitable, accessible, and supportive for everyone.
As a DATS Registration Agent, you will play a vital role in the initial onboarding and registration journey for applicants who require specialized transit services. Working within City Operations, you will process applications, conduct pre-screening calls, and coordinate functional assessments with our third-party occupational therapist partners to help determine eligibility on a case-by-case basis. This position requires high attention to detail and strong organizational skills to maintain secure, accurate digital files containing sensitive personal and medical information. Beyond administrative duties, you will serve as an ambassador for DATS, answering public inquiries with patience and clarity while collaborating closely with internal transit teams. Ultimately, your daily efforts will directly support individuals with diverse physical, cognitive, sensory, or mental health needs, helping them access fair and reliable transportation.
What will you do?
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Receive and process new DATS applications, conducting helpful phone pre-screenings and guiding applicants through the paperwork
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Input and maintain highly accurate client file data within specialized paratransit case management software (Trapeze CERT)
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Coordinate functional eligibility assessments with third-party occupational therapists
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Prepare and distribute warm, welcoming new client packages, including printing transit ID cards and sharing helpful user guides
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Handle ongoing client file maintenance, such as updating emergency contacts, mobility equipment requirements, and temporary service changes
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Address inquiries from the general public regarding eligibility, acting as an informative and empathetic resource
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Support community outreach initiatives by acting as an ambassador to engage with community partners, disability service networks, and alternative transportation providers
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Assist internal administrative teams with documentation, geocoding new transit locations, and supporting annual service reviews
Qualifications:
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Completion of the twelfth (12th) school grade, including business subjects with an emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
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A minimum of two (2) years of customer service experience in a call centre or public service setting, OR two (2) years of experience working directly with individuals with disabilities, or comparable case management experience
Assets:
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Completion of, or active coursework towards, a recognized Call Centre or Customer Service certificate program
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Previous experience using paratransit case management databases (such as Trapeze CERT)
Skills required for success:
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Compassionate Communication: Exceptional active listening and verbal communication skills, with a proven ability to interact patiently with vulnerable populations
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Meticulous Accuracy: Exceptional attention to detail, ensuring that sensitive personal, medical, and geographic data is recorded correctly
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De-escalation & Empathy: Strong conflict resolution skills with the ability to handle emotionally sensitive or challenging conversations gracefully
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Digital Proficiency: Strong working knowledge of the Google Workspace suite (Gmail, Docs, Sheets, Slides, Drive)
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Task Prioritization: Outstanding organizational and time management skills to balance call taking, data entry, and file administration in a fast-paced environment
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Collaborative Spirit: A proven ability to work productively both independently and as a cooperative member of a multi-disciplinary team
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Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
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Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:
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Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
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
Up to 1 permanent part-time position
Hours of Work: 20.25 hours per week
Salary Range: $26.640 - $33.081 (Hourly); $46,933.020 - $58,280.450 (Annually)
Recruitment Consultant: AG/SO
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
Classification Title: Clerk II
Posting Date: Jul 23, 2026
Closing Date: July 30, 2026 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Part-time
Union : CSU 52
Department: Edmonton Transit Service
Work Location(s): Percy Wickman Garage (DATS), 5610 - 86 St Edmonton T6E 2X3
