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Parking Enforcement Customer Service Rep

2 weeks ago

Vancouver, Canada The City of Vancouver Full time

**Requisition ID**:37821

**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**

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**
A Parking Enforcement Customer Service Representative will answer incoming calls and respond to both calls and correspondence from citizens in a professional and courteous manner. The Parking Enforcement Customer Service Representative receives all incoming ticket and enforcement specific inquiries and adjudication dispute requests; they will 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 cancel parking 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 local enforcement related complaints.

**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 bylaw courses through the Justice Institute of BC are considered assets

Knowledge, Skills and Abilities:

- Knowledge of applicable parking related bylaws, provincial legislation regarding bylaw adjudication, applicable City policies and processes, and the adjudication process.
- 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 to handle 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 tostrict 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

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 deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

**Business Unit/Department**:Engineering Services (1300)

**Affiliation**:CUPE 15 Non Pks

**Employment Type**:Auxilia