Organization Summary
With a legacy spanning over 900 years, St. John Ambulance continues to make a profound impact through its commitment to public safety, education, and volunteerism. St. John Ambulance delivers nationally accredited programs and high-quality products designed to empower individuals and organizations with lifesaving skills. Through its network of dedicated volunteer first responders, it plays a vital role in strengthening communities and enhancing emergency preparedness coast to coast.
The St. John Council for Alberta has a proud history of service, dating back to its founding in 1897. Officially registered as a charitable organization in 1996 under the name St. John Ambulance Alberta , it continues to be a cornerstone of safety and community care across the province. Today, St. John Alberta operates seven Training and Community Service Centres, supported by a dedicated team of 40 employees and 500 volunteers who contribute over 28,000 hours of community service annually. In addition, a network of 300 certified instructors who deliver lifesaving training to more than 70,000 Albertans each year—strengthening resilience and preparedness in communities across Alberta.
Position Summary
The Customer Service Representative, under the direction of the Training Center Administrative Officer, will primarily be responsible for the effective and professional delivery of customer support. The position requires general knowledge of St. John Ambulance Alberta programs, products and services. This position supports customers by registering students into classes, resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints. This position will ensure that customers are satisfied with the issue resolution as well as the resolution process itself. The Customer Service Representative is the front-line staff of the organization and interfaces with the customers while carrying on other duties that facilitate effective customer service.
Key Responsibilities
Register students into classes
Respond to customer inquiries and complaints, including scheduling and technical concerns and/or questions
Build and maintain ongoing awareness of new products and services
Liaise with the various departments to ensure awareness of the incentives and promotions being offered
Assess customers' needs and resources and recommend the appropriate goods or services
Keep up-to-date records on customer service calls, customer contacts, and details of meetings in a timely manner in the format required
Answer external and internal phone calls and transfer calls to the appropriate departments
Maintain a high level of service to customers, manage the customer relationship from contract execution through delivery
Participate in any required organizational training
Always maintain professionalism, tact, diplomacy, and sensitivity in all interactions to represent the organization in a positive manner
Greet customers and discuss type, quality, and quantity of merchandise or services required
Maintain a high level of customer service
Adapt communication style in order to deliver information effectively to a range of individuals
Relay customer quality improvement suggestions for company products and services
Assist with cleaning and maintaining all classroom equipment
Comply with all applicable Alberta Occupational Health and Safety legislation, policies, procedures, and report hazards, incidents, or unsafe conditions to supervisor
Performs other related duties as assigned, consistent with the scope of the position.
Qualifications
Minimum of three (3) years of customer service experience
Superior customer service skills
Strong interpersonal skills
Strong communication skills, both verbal and written
Demonstrated ability to problem-solve
Ability to work individually and as part of a team
Ability to manage multiple tasks in a fast-paced environment
Ability to respond to feedback constructively
High level of integrity and professionalism
Demonstrated ability to build and maintain lasting working relationships
Meticulous records maintenance skills
Comfortable speaking on the telephone in a professional manner
Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
Ability to adapt to new technology
Equivalent combination of education and experience may be considered
Core Competencies
Accountability : Takes ownership of personal workload and responsibilities.
Attention to Detail : Attends to details and pursues quality in the accomplishment of tasks, despite competing priorities.
Change Management : Adapts to and supports organizational change.
Commitment to Health and Safety : Works in compliance with all Alberta Occupational Health and Safety legislation and organizational safety policies.
Cooperation : Works with others to prevent conflict and share resources to encourage symbiotic relationships within the organization.
Decision Making : Makes concrete, well-informed and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions even when data and details are limited.
Ownership : Takes pride in the work that is accomplished and understands the function of tasks within the larger picture of the organization.
Results Orientation : Able to focus on desired outcomes how they are achieved by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.
Teamwork : Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.
Client/Customer Focus : Provides high quality service to both internal and external customers.
Communication : Communicated information with consistency and clarity.
Professionalism : Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.
Working Conditions
Full-time position, typically Monday to Friday during standard business hours.
Office-based environment with frequent interaction with customers and staff
Extended periods of sitting and computer use
Use of standard office equipment
Frequent interruptions in a busy work environment
Flexible hours, including occasional evenings or weekends
