Citizen Services Representative I - Vancouver, Canada - The City of Vancouver

The City of Vancouver

Verified Company

Vancouver, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID:38074

Company

Located on the traditional, ancestral and unceded lands of the xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, 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.

Qualifications

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:

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 multitasking 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.
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.
Must understand basic mathematical equations and basic accounting principles

NOTES:

Position Requirements:

Application Requirements:

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

Application Status
Only those applicants selected for testing will be contacted.

The City's COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time.

However, should circumstances change and the City dee