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Office Support Clerk Iii

3 months ago

Vancouver, British Columbia, Canada The City of Vancouver Full time

Requisition ID:37611

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 & Function


The concierge staff at the Development and Building Services Centre provides the first point of contact for all visitors to the West Annex Building at the City Hall campus.

Providing front line service to 60,000 customers annually, the concierge team directs and redirects enquiries specifically related to planning, development, permits, licenses and inspections.

This staff team triage and monitor the flow of customers through the Services Centre by actively managing a digital reception queue and online chat functions.

They coordinate the logistics for 30 specialized front of house stations offering a range of permitting and licensing related services within the Services Centre.


Specific Duties & Responsibilities

  • The concierge efficiently assesses the need of each customer and triage into the appropriate queue for each station of expertise at the Services Centre, assisting customers in navigating the permit and licensing process at initial contact
  • Assess customer's scope of work and direct them into the correct process stream queue at the Services Centre (such as Enquiry Centre Officer, Development Review Branch, Building Review Branch, Licenses)
  • Provide general information related to the Zoning & Development Bylaw, Vancouver Building Bylaw, License Bylaw, Retention of Trees Bylaw, and all applicable guidelines and policies
  • Provide general permit processing information related to the development, building, inspection, licensing, and enforcement of private properties
  • Deescalation of customer complaints and conflict resolution at the front line
  • Liaise with security and building maintenance for daily operational needs and access for all other floors in the West Annex
  • Monitor movement of staff and visitors in the reception area and liaise with Managers for assistance as needed
  • Provide copies of building plans and documents in microform and/or electronic format
  • Maintain the microfilmed plans, permit filing, and property file information
  • Provide back up to the Trades staff processing online permits
  • Performs other duties as assigned

Qualifications

Education and Experience:

  • Completion of Grade 12, including or supplemented by related administrative courses
  • 2 years' experience work in a fast paced and challenging customer facing environment and one (1) year of clerical or office work experience required
  • Experience with MS suite of tools including Word, Excel and Outlook required
  • Experience viewing or entering data into a permit and licensing system or alternate information system preferred
  • Experience working with a queuing system preferred

Knowledge Skills and Abilities:

  • Thorough knowledge of business English, spelling, punctuation and arithmetic.
  • Considerable knowledge of modern office practices and procedure
  • Working knowledge of the Bylaws administered by Development, Buildings, & Licensing
  • Strong understanding of City Services policies, guidelines, procedures which govern development in the City of Vancouver
  • Knowledge of construction practices, including familiarity with permit types
  • Effective and diplomatic customer service skills with a commitment to delivering exceptional service.
  • Demonstrated conflict resolution skills to deescalate customer complaints
  • Strong interpersonal skills and the ability to work effectively in fast paced, team environment
  • Excellent organizational and time management skills with a proven ability to manage and process a high variety and volume of administrative duties.
  • Ability to independently perform office support functions of moderate complexity according to established practices.
  • Ability to communicate effectively both orally and in writing and to prepare nonroutine reports, correspondence and memoranda related to the work.
  • Ability to work independently and collaboratively to perform office support functions
  • Ability to efficiently and accurately input data into permit, database, and reception systems
  • A second language would be an asset


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

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