Customer Service Representative (Police OCC)

Competition No: 2024-021

Duration: Regular Full Time

Salary: $5,213 – 5,422 – 5,647 – 5,883 – 6,128 month

Special Notes: Subject to the Letter of Understanding dated June 8, 2023.

Last Updated: 6/17/24

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!

We are looking for compassionate and experienced police communications operators who are able to make quick and accurate decisions and are able to communicate effectively both orally and in writing. A Customer Service Representative (Police OCC) supports both public and first responder safety by answering various types of incoming Non Emergency calls for service and general inquiries. The incumbent will quickly elicit important details from the caller, create reports, and relay summarized information to dispatchers and other appropriate agencies.  Other responsibilities include responding to email and online requests for service; providing information, direction and assistance to the public regarding RCMP services, programs, events; explaining laws and regulations (including by-laws); identifying issues and initiating service requests; resolving routine complaints and handling a wide variety of inquiries.  An incumbent will have the ability to deal effectively and courteously with the public; to listen and discern what information is significant when handling enquiries, complaints and service requests with promptness, tact, diplomacy and accuracy combined with the ability to assess the nature of requests and determine those which can be resolved and those requiring further response. Performs related duties as required.

Qualifications include completion of Grade 12 supplemented by courses in customer service or call centre operations plus sound public contact experience in a customer service oriented environment or an equivalent combination of education, training and experience. Sound knowledge of information management systems such as PRIME CAD, PRIME RMS, CPIC and JUSTIN. A Customer Service Representative (Police OCC) will exercise sound judgement in making quick and accurate decisions; handling several tasks at one time; communicating effectively both orally and in writing; operating call-centre technology and have skill in keyboarding rapidly and accurately.  They will have considerable knowledge of the general functions and the nature of services provided as it relates to the work performed and of the policies, procedures and organization of the RCMP. An incumbent will have sound knowledge of modern office practices and procedures, Business English, spelling, punctuation, record keeping; of information management systems, software applications and the capabilities of call centre technology. The incumbent will establish and maintain effective working relationships with a variety of internal and external contacts; liaise with staff to update departmental information; reviews and updates processes for resolving customer inquiries, updates supervisor, participates in the cross training of peers; and uses software applications to enter, delete, update, revise and retrieve information. The successful candidate will be required to obtain and maintain an RCMP Enhanced Security Clearance.

Schedule: 75 hours biweekly; 0900 hours to 2100 hours.  A work period (cycle) will consist of four (4) days on and four (4) days off. In approximately six (6) months, the CSR’s hours may change to the following: 0600 hours to 1800 hours for two (2) days and 1800 hours to 0600 hours for the following two (2) days. A work period (cycle) will consist of two (2) consecutive days on, followed by two (2) consecutive nights on, followed by four (4) days off.

This posting will remain open until it is filled. New applications are welcome!

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.

At the City of Burnaby, we are committed to fostering an inclusive and diverse workforce that authentically mirrors the vibrant community we proudly serve. We consistently embrace diversity and endeavor to build an inclusive workforce that celebrates the richness of our community. We warmly welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to join us in shaping a more vibrant and equitable future together.

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

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EQUAL OPPORTUNITY EMPLOYER
Visit us at www.burnaby.ca

Organization: City of Burnaby

Region: Lower Mainland

Posted: June 17, 2024, 9:33 am

Expires: July 17, 2024, 4:30 pm

Employment Type: Full Time
Employment Length: Permanent
Education Requirement: Other trades certificate or diploma
Job Experience: Experience an asset
Rate: $5,213.00 to $6,128.00 Month