Metro Vancouver Hiring for Customer Service Representative at Burnaby, BC Full Time

Our Board & Information Services Department is seeking a Customer Service Representative who will be the front-line contact for a diverse range of enquiries related to Metro Vancouver’s services.

You have: exceptional customer service skills along with the ability to multi-task and think critically. You also possess strong analytical, listening, questioning, and organization skills.

This role:
Provides information and assistance within defined limits to a variety of internal and external contacts regarding district operations, services, programs, events, public hearings, board meetings and deliberations, and by-laws, regulations and procedures; refers complaints and inquiries of a technical or specific nature.

Maintains a current awareness of district activities, programs, political issues, staff roles and sources of information; monitors existing information sources for accuracy and currency; conducts detailed searches for information from various sources; maintains information databases which include contact information not directly related to GVRD services.

Establishes and maintains effective working relationships with a variety of internal and external contacts; liaises with staff to update departmental information; advises staff of trends in types of inquiries; tracks calls referred to departments to ensure inquiry was responded to.

Assesses work procedures and information databases and recommends new or revised processes; implements new methods and procedures.

Receives, reviews and approves booking requests for use of the contact centre public area; maintains booking schedule and coordinates placement and rotation of exhibits.

Receives remittances for corporate services and products; makes change and issues receipts; balances and consolidates daily transactions; generates reports.

Distributes various publications and reports; maintains the inventory of GVRD publications; stocks display racks with current information.

Performs related duties as required.

To be successful, you have:
Completion of 12th grade supplemented by commercial and call centre courses plus sound public contact experience in a customer service oriented environment; OR an equivalent combination of training and experience.

Considerable knowledge of GVRD operations, services, programs, events, staff roles and sources of information.

Sound knowledge of the by-laws, procedures and regulations pertaining to GVRD operations as they relate to the work performed.

Sound knowledge of modern office practices and procedures and of business English, spelling, arithmetic and punctuation.

Sound knowledge of information management systems and the capabilities of call centre technology.

Ability to deal effectively and courteously with the public, to maintain effective working relationships with other staff and district politicians and to supply information and assistance in response to enquiries and requests.

Ability to use resource materials effectively in conducting searches for information and to assist the public in understanding same.

Ability to assess procedures and implement new or revised work methods and processes.

Ability to operate common office equipment, including a computer terminal.

Skill in the operation of call centre equipment and in typing accurately.