Parking Enforcement Customer Service Representative
at The City of Vancouver
Vancouver, BC, Canada -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 26 Sep, 2024 | USD 31 Hourly | 27 Jun, 2024 | 3 year(s) or above | Diplomacy,Ticketing Systems,Hansen,Customer Service,Completion,Computer Skills,Public Relations,Communication Skills,Sentinel,Difficult Situations,Large Volume,Tempest,Customer Service Skills,Research,Business English,Public Sector,Command Center | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
QUALIFICATIONS
Education and Experience:
- Completion of Grade 12, supplemented by relevant business related and or computer courses
- 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 working in the public sector, preferably municipal, or service environment, and completion of by law courses through the Justice Institute of BC are considered assets
Knowledge, Skills and Abilities:
- Knowledge of applicable parking related by laws, provincial legislation regarding bylaw adjudication, applicable City policies and processes, and the adjudication process.
- Strong computer skills with proficiency in MS Office; proficiency in software applications such as Hansen,Tempest, Command Center, Amanda, PaybyPhone, Sentinel and any other applicable to the work performed,and the ability to type 40 wpm.
- Effective customer service skills in order to tactfully and respectfully convey information and decisions to the public in a clear manner.
- Strong analytical, decision-making, investigative, problem solving skills and creative thinking techniques tohandle difficult situations in a timely manner.
- Excellent interpersonal and communication skills both written and verbal with a strong knowledge of business English is required.
- 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 into computerized ticketing systems.
- Ability to ask probing questions and conduct research.
- Ability to make objective and impartial decisions while exercising tact, diplomacy, and excellent judgement.
- Ability to work under pressure in a busy environment, handling a large volume of incoming calls while adhering to strict time lines for completion of tasks.
- 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
Business Unit/Department: Engineering Services (1300)
Affiliation: CUPE 15 Non Pks
Employment Type: Auxiliary/Casual
Position Start Date: August, 2024
Number of avaliable positions: Multiple
Salary Information: Pay Grade GR-017: $31.66 to $37.20 per hour
Responsibilities:
MAIN PURPOSE AND 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, enforcement requests 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 objectively and impartially review, all tickets/disputes from citizens and either confirm or cancel the ticket. Parking Ticket Enquiry can operate within the hours of 7:00am - 7:00pm, Monday to Friday.
SPECIFIC DUTIES AND RESPONSIBILITIES
- Answer incoming calls and respond to both calls and correspondence from citizens in a professional and courteous manner;
- Receive all incoming ticket and enforcement specific inquiries and adjudication dispute requests;
- Review the information available at the time of ticket issuance;
- Identify the evidence requirements based on the alleged bylaw offence;
- Compile the evidence requirements based on the alleged bylaw offence;
- Compile the evidence through discussions with the citizens as well as the issuing officers (Parking Enforcement or VPD);
- Confirm or cancelparking tickets based on the evidence collected and the city’s cancellation policy (Screening Officer Policy);
- Prepare written reports that clearly, concisely, and accurately summarize the evidence gathered, their findings and their decisions;
- Respond, as required, to the queries from independent adjudicators during the adjudication hearings’ and legall enforcement related complaints.
REQUIREMENT SUMMARY
Min:3.0Max:8.0 year(s)
Outsourcing/Offshoring
HR / Administration / IR
Customer Service
Diploma
Business
Proficient
1
Vancouver, BC, Canada