Customer Service Representative

Location: Calgary, Alberta

Employment Type: Full Time – Permanent – On-site from the Core Research Centre (CRC)

Salary Range: S2, Level 2, $52,240 - $65,300 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.

Customer Service Representative

The Opportunity

The Alberta Energy Regulator (AER) is seeking a dedicated and service-oriented Customer Service Representative to join our Customer Service & Operations team. This role is essential in supporting both internal and external stakeholders by facilitating access to the Core Research Centre (CRC)—a world class facility housing an extensive collection of core samples and geological artifacts.

As a Customer Service Representative, you will be responsible for managing the end-to-end process of granting access to the CRC, ensuring a seamless and professional experience for all visitors. In addition, you will process requests for products listed in the AER Products and Services Catalogue, as well as handle orders related to tour reports.

This dynamic role requires exceptional organizational skills, keen attention to detail, and a strong commitment to delivering high-quality customer support in a fast-paced environment.

What your day-to-day will look like:

- CRC Facility: Manage facility bookings and core viewing requests through the Core Inventory Management System (CIMS). Coordinate smooth and seamless logistics of special events (e.g., seminars, conferences).

- Order Fulfillment: Process orders from the AER Products and Services Catalogue demonstrating a high level of competency accessing multiple information systems to fulfill customer orders. Effectively manage requests through the Information Request Management (IRM) tool.

- Tours: Fulfill tour information/data requests through the Tour Repository Tool and OneStop platform. Perform meticulous quality control procedures on drilling reports. Engage with scanning data vendor to solve issues that may arise (i.e., loading information from system hard drive). Apply appropriate remedies to tour report files that require special handling.

- Engage with AER subject matter experts and/or customers to clarify details of customer requests. Thoroughly research and conduct AER confidentiality rule checks.

- Accurately process billing of services to customer company accounts or credit cards by using billing software tools (i.e., SAP and Moneris). Mindfully execute opening and closing duties involving reconciling of accounts – debits and credits.

- Work closely with team members to provide a high level of customer service to internal and external customers (e.g., face-to-face engagement, email correspondence, phone calls). Strive towards accuracy and timeliness in fulfilling customer orders. Handles complex customer requests.

- Perform administrative duties to support daily operations, applying intermediate to advanced skills in MS Office Suite (i.e., Word, Excel, Access, and Outlook).

- Maintain and monitor the CRC chemical cabinet to ensure each chemical bottle has a WHIMIS label and send out non-compliant emails when needed.

What we’re looking for in you:

- A diploma in Petroleum Land Administration or a closely related discipline.

- 3 to 5 years of experience in a customer-facing or administrative role, preferably within the energy sector.

- Strong active listening skills with excellent verbal and written communication skills .

- Ability to always remain professional and courteous with customers.

- Aptitude for learning other computer software tools.

- Ability to multi-task in a demanding environment, exceptional time management, and organizational skills with a strong focus and attention to detail and accuracy.

Additional Information:

- All applicants must be legally entitled to work in Canada at the time of application.

- Should an individual with the required qualifications not be available, applicants with closely related qualifications may be considered. As a result, the position may be redesigned and/or reclassified.

- Pre-placement Medical required

- Required physical demands: must be able to lift over 40 lbs

- This role has a business requirement to work from Core Research Centre.

- If you need accommodation during any stage of the recruitment process, please email

PeopleServices@aer.ca

. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

What we offer you:

- Great benefits from your first day of work

- Defined benefit pension plan(s)

- Flexible benefits program options, including Personal & Health spending account(s)

- Generous vacation entitlement and flex days

More information about working at the AER’s including our comprehensive Total Rewards package can be found in the

careers section of our website

.

Our Commitment to Diversity:

At the AER, our values of Accountability, Collaboration, Transparency, and Trust & Respect are foundational to our culture – a culture where every individual, regardless of race, colour, religion, gender, national origin, age, disability, or any other legally protected factors, thrives and contributes their unique perspectives.

Our commitment to diversity, equity, and inclusion fuels innovation, creating a brighter, more sustainable Alberta for all. Join us in shaping this dynamic future.

Application closing date: September 3, 2025, at midnight

#LI-HYBRID