Requisition ID: 29219
Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh), Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada’s Top 100 Employers, BC’s Top Employers, and Canada’s Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.
Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.
Main Purpose and Function
A Citizen Service Representative I (CSR I) plays a key role as an ambassador of the City of Vancouver. CSR I’s provide professional customer service to the public, primarily over the telephone or through other means of contact. CSR I’s determine the needs of the caller, research answers to their inquiries and collects required data to complete departmental service requests. This position reports to the Manager, 311 Contact Centre, through a Team Manager
Specific Duties and Responsibilities
A CSR I’s responsibilities include: using specific core competencies to maintain quality standards throughout each customer service interaction; and solving problems by giving accurate information, sending the service request to the correct business unit, or transferring to an appropriate resource.
In addition, the CSR I must correctly identify the citizen’s inquiry and provide the back-end service provider with enough information to properly assess the event and respond with the appropriate resources in a timely manner; get the back-end service provider within 5 meters of the correct location; and gather any information that would help the back-end service provider understand any current or pending risks to life and/or property or reputation to the City of Vancouver.
The CSR I must record the correct contact information within 3-1-1’s data collection system; refer to a more appropriate resource when unable to ascertain the root problem or provide the correct response in a timely manner; provide general information and contact information for various Government/non-Government organizations and assist in referrals.
CSR I’s must also use multiple telephone and computer systems to handle inquiries, research answers, enter requests for service, comments or complaints for investigations and for other purposes; use the systems and tools provided, as trained, to find the correct information and document service requests; update program information, as required; identify gaps in the knowledge base system and escalate unresolved matters to the appropriate staff or City Department; and perform other duties as assigned.
Education and Experience:
Successful applicants must have completion of Grade 12, supplemented by recent completion of courses related to communications, customer service, computers, business and contact centre operations, along with a minimum of 3 years work experience in a customer service oriented environment OR an equivalent combination of relevant training and experience.
Knowledge, Skills and Abilities:
- Candidates must have a minimum typing speed of corrected 40 wpm
- Fluency in the English language (both verbal and written)
- Excellent communication skills (both verbal and written) to deal tactfully and effectively with the general public and City of Vancouver employees
- Ability to capture information/data as it is being heard/explained, and to condense large amounts of information into readable, understandable, typed written remarks
- Strong multi-tasking capabilities such as listening to a caller while reviewing and interpreting information from multiple computer screens, entering complex data into various formats and responding with accurate information.
- Candidates must have effective customer service skills to provide accurate/thorough information in response to inquiries and requests regarding bylaws, policies, regulations and services
- Strong analytical/problem solving skills and creative thinking techniques to handle difficult situations in a timely manner; the ability to work under pressure in a busy environment and adhere to strict time lines for completion of tasks.
- Candidates must have strong computer skills with proficiency in MS Office
- Proficiency in software applications related to call centre technology and a working knowledge of Lagan (ECM & VO), Posse, VanMap, Tempest, Amanda, Business License Renewal Web Application, FARP, RPP, Dog License Renewals/Payments, Parking Ticket Payments (PCI), Verrus, Ticket Manager, ActiveNet, Google Maps, Sharepoint, Cisco Finesse, Quickfind, Internet and Intranet would be an asset
- Must understand basic mathematical equations and basic accounting principles
- To be considered for these positions, candidates must have the ability to arrive to work on time and have regular and consistent attendance
- Candidates must be available to work in a 24/7, 365 day operation. (Note: The 311 Contact Centre is currently operating 7 days a week, 365 days a year from 07:00 AM to 10:00 PM. The 3-1-1 Contact Centre may be expanding hours of operations to 24/7 in the future)
- Candidates must be available to work a minimum of 3 days per week and 24 hours per week (these are not guaranteed hours)
- Candidates must be available to work all 3-1-1 Contact Centre hours of operation. Schedules are generated by the contact centre.
- Candidates must be available to work the mandatory full time training (up to 35 hours per week) (these are not guaranteed hours)
- Candidates must be able to wear a lightweight headset at all times while on duty
- Candidates must be able to handle a large volume of incoming calls
- Candidates must be able to operate a computer and other office equipment, which requires repetitive arm, hand and eye movement
- Candidates must be able to attend all scheduled training dates
- To be considered for this position the candidates must provide detailed information to support their application. A cover letter and resume is required:
- The cover letter must include relevant work experience and education and must identify the competition number, employment type and position.
- The resume must demonstrate how your work experience, education, skills, knowledge and abilities meet the qualifications for this position.
Important Application Information:
Please visit the link below for further information on the requirements of a CSR 1, the hiring process and preparing your application www.vancouver.ca/images/web/311handbook.pdf
Business Unit/Department: IT, Digital Strategy & 311 (1070)
Affiliation: CUPE 15 Non Pks
Employment Type: Auxiliary/Casual
Position Start Date: September 2021
Salary Information: Pay Grade GR-017: $27.45 to $32.25 per hour
Application Close: June 11, 2021
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, LGBT2Q+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.
To be considered for this exciting and impactful career opportunity with a generous benefits package, please apply on our careers site.
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