Engineering Customer Experience Representative

at  City of Burnaby

Competition No: 2025-025
Duration: Temporary Full Time
Salary: $4,865 - 5,060 – 5,270 – 5,491 – 5,719/month (2024 Rates)
Schedule: 70 hours bi-weekly; Monday to Friday from 8:00 AM – 4:45 PM (Nine-Day Fortnight)
Special Notes: Normal for CUPE 23 Inside Division Collective Agreement
Last Updated: 1/22/25
The goal of the City of Burnaby and its employees is to consistently deliver first class service and services to our community. With this in mind, we hire people who share the same passion, those with the drive and determination to grow with and contribute to our already exceptional team. People like you!
This is permit processing and public contact work in the Engineering Business Operations Department. The Engineering Customer Experience Representative receives and processes a variety of Engineering applications and permits for areas including sewer, water, design, environment, traffic and inspection; deals directly with the public by serving customers at the counter, responding to incoming calls and emails and providing information, direction and assistance to the public regarding Engineering operations, services, bylaws, regulations and procedures; liaises with Engineering staff and escalates cases to supervisors to ensure completion of outstanding service requests. An incumbent uses software applications to enter, delete, update, revise and retrieve information; and utilizes a range of resources to collect and process payments and refunds; establishes, maintains and updates filing systems for varied information; composes routine correspondence for a variety of internal and external documentation and reviews a variety of plans, permits, inspections and payments for accuracy, completeness, propriety of charges and conformance with departmental regulations. Other responsibilities include creating service requests for inquiries primarily from external or internal customers, via multiple platforms; performing preliminary site plan reviews for conformance of Engineering requirements; conducting user acceptance testing for any new systems or updates; processing and distributing departmental incoming and outgoing mail and reviewing and updating processes for related tasks with a focus on efficiencies and increasing service levels. Performs related work as required.
Qualifications include completion of Grade 12 supplemented by or including courses related to the work plus considerable related office experience involving public contact and computerized systems, preferably in a large organization; or an equivalent combination of training and experience. Considerable knowledge of Engineering or construction policies and procedures; Engineering operations, services, bylaws, regulations and procedures as related to the work performed. Sound knowledge of filing, recordkeeping, office practices and procedures; modern business office practices and procedures including the use of various application software packages; and of elementary survey, drafting and engineering practices. Ability to make routine decisions according to established policies and procedures; and work under pressure with a high volume of inquiries and/or service requests. Ability to accurately and efficiently maintain a limited variety of records; compose routine letters and memoranda; forward information and/or explain department rules and regulations and to deal tactfully, courteously and effectively with the public, internal and municipal personnel at the counter, responding to incoming calls and emails. An incumbent will also have the ability to use related software applications including databases, spreadsheets and word processing applications. Please note that a Police Information Check may be required for this position.
This is a temporary full time position until December 31, 2025.
Please apply online by January 31, 2025.
The City of Burnaby acknowledges that we are on the ancestral and unceded homelands of the hən̓q̓əmin̓əm̓ and Sḵwx̱wú7mesh Sníchim speaking peoples, and we are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.
Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.
Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online.
We thank all applicants for their interest; however, only those considered for an interview will be contacted.

Please refer the Job description for details