Engineering Customer Experience Rep

City of Burnaby•Burnaby, BC

10d•Onsite

About The Position

This position works in the Engineering – Administration organizational unit. The Engineering Customer Experience Representative receives and processes a variety of Engineering applications and permits for areas including sewer, water, design, environment, traffic and inspection; deals directly with the public by serving customers at the counter, responding to incoming calls and emails and providing information, direction and assistance to the public regarding Engineering operations, services, bylaws, regulations and procedures; liaises with Engineering staff and escalates cases to supervisors to ensure completion of outstanding service requests. An incumbent uses software applications to enter, delete, update, revise and retrieve information; and utilizes a range of resources to collect and process payments and refunds; establishes, maintains and updates filing systems for varied information; composes routine correspondence for a variety of internal and external documentation and reviews a variety of plans, permits, inspections and payments for accuracy, completeness, propriety of charges and conformance with departmental regulations. Other responsibilities include creating service requests for inquiries primarily from external or internal customers, via multiple platforms; performing preliminary site plan reviews for conformance of Engineering requirements; conducting user acceptance testing for any new systems or updates; processing and distributing departmental incoming and outgoing mail and reviewing and updating processes for related tasks with a focus on efficiencies and increasing service levels. Performs related work as required.

Requirements

Completion of Grade 12 supplemented by or including courses related to the work plus considerable related office experience involving public contact and computerized systems, preferably in a large organization; or an equivalent combination of training and experience.
Considerable knowledge of Engineering or construction policies and procedures; Engineering operations, services, bylaws, regulations and procedures as related to the work performed.
Sound knowledge of filing, recordkeeping, office practices and procedures; modern business office practices and procedures including the use of various application software packages; and of elementary survey, drafting and engineering practices.
Ability to make routine decisions according to established policies and procedures.
Ability to work under pressure with a high volume of inquiries and/or service requests.
Ability to accurately and efficiently maintain a limited variety of records.
Ability to compose routine letters and memoranda.
Ability to forward information and/or explain department rules and regulations.
Ability to deal tactfully, courteously and effectively with the public, internal and municipal personnel at the counter, responding to incoming calls and emails.
Ability to use related software applications including databases, spreadsheets and word processing applications.

Nice To Haves

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

Responsibilities

Receives and processes a variety of Engineering applications and permits for areas including sewer, water, design, environment, traffic and inspection.
Deals directly with the public by serving customers at the counter, responding to incoming calls and emails and providing information, direction and assistance to the public regarding Engineering operations, services, bylaws, regulations and procedures.
Liaises with Engineering staff and escalates cases to supervisors to ensure completion of outstanding service requests.
Uses software applications to enter, delete, update, revise and retrieve information.
Utilizes a range of resources to collect and process payments and refunds.
Establishes, maintains and updates filing systems for varied information.
Composes routine correspondence for a variety of internal and external documentation.
Reviews a variety of plans, permits, inspections and payments for accuracy, completeness, propriety of charges and conformance with departmental regulations.
Creates service requests for inquiries primarily from external or internal customers, via multiple platforms.
Performs preliminary site plan reviews for conformance of Engineering requirements.
Conducts user acceptance testing for any new systems or updates.
Processes and distributes departmental incoming and outgoing mail.
Reviews and updates processes for related tasks with a focus on efficiencies and increasing service levels.
Performs related work as required.