Customer Service Advisor - Clerk III

October 20, 2026

As the primary public face and technical backbone of the Animal Care & Control Centre (ACCC), Customer Service Advisors foster safe, responsible, and compassionate pet ownership across our city. Operating at the intersection of public service, compassionate care, and regulatory framework, you will navigate municipal bylaws and animal protection legislation to support both internal teams and members of the community. In this multifaceted role, you will balance administrative precision with deep empathy—managing complex animal intakes, tracing ownership, guiding specialty permit processes, and resolving escalated inquiries. You will serve as a calm, de-escalating presence during sensitive situations, helping to transform challenging, emotional interactions into positive outcomes through reunification, education, and community support. By applying sound judgment and values-based decision-making, you will play an essential role in maintaining operational excellence while preserving the human-animal bond. What will you do?<ul><li>Serve as a subject matter expert to respond to complex inquiries transferred via 311, email, and front counter, providing technical guidance on animal bylaws and shelter procedures</li><li>Conduct detailed ownership tracing using registries, veterinary records, documentation, and social media to reunite stray animals with their families</li><li>Manage intake, release, trap rentals, microchip appointments, and specialty licensing processes including Urban Livestock, Vicious/Nuisance Dogs, foster licenses, and excess pet permits</li><li>Liaise with Peace Officers, medical staff, emergency services, veterinary clinics, social service agencies, and rescue organizations regarding animal status, legal holds, and care conditions</li><li>Process payments, calculate complex medical and kenneling fees, handle cash floats, balance deposits, and review eligibility for fee adjustments or refunds</li><li>Provide compassionate, trauma-informed frontline service, utilizing proven de-escalation techniques during emotional or high-stress community interactions</li><li>Safely handle, transport, and assess incoming animals using Fear Free handling methods and non-verbal animal body language recognition</li><li>Assist community members experiencing grief, loss, or hardship by providing resources, aftercare options, and connections to support services</li><li>Other duties as assigned</li></ul> Qualifications <ul><li>Completion of high school supplemented by business coursework or an equivalent combination of education and experience</li><li>Minimum 3 years of diversified customer service experience navigating high-stress, complex, or emotional situations</li><li>Minimum 3 years of office, data entry, and detailed electronic record-keeping experience</li><li>Minimum 1 year of experience processing financial transactions, managing cash floats, and performing daily balancing or deposits</li><li>Direct experience handling cats, dogs, and other companion animals within a shelter, veterinary, or similar animal-focused environment</li></ul>Assets:<ul><li>Completion of the NAIT Veterinary Medical Assistant program or an equivalent credentials</li><li>Technical proficiency with Google Workspace, Shelter Buddy, POSSE, or iNovah software</li></ul>Skills required for success:<ul><li>Strong verbal and written communication skills with demonstrated attention to detail and analytical problem-solving skills</li><li>Exceptional de-escalation, conflict resolution, and active listening skills to manage sensitive or volatile public interactions with composure and sound judgment</li><li>Foundational understanding of the Animal Care & Control Bylaw, the Animal Protection Act, and privacy legislation (ATIA/POPA) with the ability to interpret guidelines fairly</li><li>Ability to interpret animal body language, apply Fear Free animal handling techniques, and maintain composure around unpredictable animals</li><li>Resilience and self-awareness to navigate vicarious trauma, compassion fatigue, and emotional complexities inherent in animal welfare work</li><li>Adaptability, time management, and the ability to work independently or collaboratively in a high-volume team environment</li><li>Alignment to our Cultural Commitments and Leadership Competencies (<a href=""> style="color:black;font-family:Arial, Helvetica, sans-serif;">) </li><li>Embracing a culture of equity, diversity, reconciliation, and inclusion</li></ul>Conditions of Employment:<ul><li>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</li><li>Ability to tolerate sustained exposure to cats, dogs, and other animals without severe allergic reactions</li><li>Ability to perform physical tasks, including standing for extended periods and lifting up to 50 lbs.</li><li>Applicants may be tested</li></ul>Work Environment:<ul><li>Due to the nature of this work, this position is not eligible for a hybrid work arrangement</li><li>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</li><li>Shift work requirements- Rotating schedule 6 days/week including Saturdays and the occasional Sunday Shifts are 8.89 hours with an unpaid lunch 5 shifts one week and 4 shifts the next. Shift is 9:00- 18:30</li><li>Availability to attend events during the evenings and weekends may be required from time to time</li><li>Primary work takes place indoors at the Animal Care & Control Centre in a high-volume public shelter setting</li><li>Regular exposure to animals, animal noise, and potential exposure to escalated or volatile public interactions</li><li>Exposure to environmental conditions, including noise </li><li>This role requires completion of repetitive and strenuous tasks such as [standing, walking, kneeling, bending, stooping, crouching, lifting items such as cat carriers and cat traps up to 50 pounds , pushing, pulling, reaching, repetitive strain from leash control of large dogs requiring physical stamina and resilience. </li><li>This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states. </li></ul>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 <a href="mailto:employment@edmonton.ca">employment@edmonton.ca</a>. Learn more about our benefits <a href=""> style="text-align:center;">Up to 2 temporary full-time position for up to 11 months This requisition is open to internal candidates only.Hours of Work: 40 (9:00am-6:30pm on a 6 week rotating schedule which includes Saturdays)Salary Range: $28.647 - $35.922 (Hourly); $59,814.940 - $75,005.140 (Annually)Recruitment Consultant: PC/RAEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.Classification Title: Clerk III - 8 Hours Posting Date: Oct 13, 2026 Closing Date: Oct 20, 2026 11:59:00 PM (MDT) Number of Openings (up to): 2 - Temporary Full-time Union: CSU 52 Department: Community Services Work Location(s): Animal Care and Control Centre, 13550 - 163 Street Edmonton T5V 0B2

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