Requisition ID: 27634
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 & Function
As a team member of Parking Operations & Enforcement, the Parking Enforcement Customer Service Representative serves as the City’s primary point of contact for citizens who require customer service and information on the City’s parking programs, parking-related bylaws, and the City’s bylaw adjudication system, including the payment and dispute processes.
As a Council-designated Screening Officer I, the Parking Enforcement Customer Service Representative will review and provide information on tickets, bylaws, and the dispute process.
Parking Ticket Enquiry operates 8:30 – 5:00 Monday to Friday.
Specific Duties & Responsibilities
A Parking Enforcement Customer Service Representative is expected to answer parking related enquiries through phone and correspondence in a professional and courteous manner. The Parking Enforcement Customer Service Representative receives all incoming ticket-specific enquiries and adjudication dispute requests. They are also responsible for outgoing calls to explain the adjudication process. They will review the information available at the time of ticket issuance and identify the evidence requirements based on the alleged by-law offence. They will compile the evidence through discussions with the citizens as well as the issuing officers.
They will respond to parking ticket inquiries and provide information based on applicable bylaws and adjudication process. This position will also prepare written reports that clearly, concisely, and accurately summarize the evidence gathered, their findings and their decisions.
Education and Experience:
- Completion of Grade 12, supplemented by relevant business related and or computer courses, along with a minimum of 3 years work experience in customer service, public relations and/or customer phone support or an equivalent combination of relevant training and experience.
- Experience in a decision making or investigative/enforcement role is an asset.
- Experience working in the public sector, preferably municipal or service environment.
Knowledge, Skills and Abilities:
- Excellent interpersonal and communication skills both written and verbal with a strong knowledge of business English is required.
- Strong computer skills with proficiency in MS Office; proficiency in software applications applicable to the work performed, and the ability to type 40 wpm.
- Strong analytical/problem solving skills and creative thinking techniques to handle difficult situations in a timely manner.
- Effective customer service skills in order to clarify and convey information and decisions to the public in a diplomatic and clear manner.
- Ability to condense large amounts of information into concise, accurate, and easy to understand reports.
- Ability to assemble material (evidence packages) by locating, compiling, and summarizing relevant information.
- Ability to ask probing questions and conduct research.
- Ability to make objective and impartial decisions while exercising tact, diplomacy, and excellent judgment.
- Ability to work under pressure in a busy environment and adhere to strict time lines for completion of tasks.
- Ability to handle large volume of incoming calls.
- Demonstrated ability to build and maintain effective working relationships with all levels of staff, as well as the ability to work effectively as a team member.
- Working knowledge of applicable parking related by-laws; or an equivalent combination of training and experience is considered an asset.
- Knowledge of provincial legislation regarding by-law adjudication, applicable City policies and processes, and the adjudication process are also considered an asset.
Business Unit/Department: Engineering Services (1300)
Affiliation: CUPE 15 Non Pks
Employment Type: Auxiliary/Casual
Position Start Date: May, 2021
Salary Information: Pay Grade GR-017: $27.45 to $32.25 per hour
Application Close: April 9, 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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