|Title:||Citizen Service Representative I - City of Vancouver|
|Organization:||City of Vancouver|
Job Posting Title
Citizen Service Representative I (CSR I)
Our employees help Vancouver consistently rank as one of the world's most livable cities. We are one of BC's Top 55
Employers, and Canada's Top 100 Employers.
Vancouver is striving to become the greenest city in the world by 2020. You too can make a difference by applying for
the following opportunity.
June 21, 2012
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.
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
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
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 will perform routine clerical work such as copying, filing, and faxing and other duties as assigned.
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
Candidates must have a minimum typing speed of 40 wpm; 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; the ability to capture information/data as it is being heard/explained, and to condense large
amounts of information into readable, understandable, typed written remarks; and strong multi-tasking 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.
Candidates must have effective customer service skills to provide accurate/thorough information in response to
inquiries and requests regarding bylaws, policies, regulations and services; 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.
Candidates must understand basic mathematical equations and basic accounting principles. Candidates must have
strong computer skills with proficiency in MS Office; proficiency in software applications related to call centre
technology and a working knowledge of, Lagan (ECM & VO), PRISM, VanMap, Tempest, Quickfind, Amanda,
Sharepoint, Calabrio, Cisco Agent Desktop (CAD), Internet and Intranet would be an asset.
* Candidates must be available to work in a 24/7, 365 day operation.
(Note: The 311 Contact Centre is currently operating 7 days a week, 365 days a year from 07:00 AM to 10:00 PM and
on a compressed work week schedule. The 3-1-1 Contact Centre may be expanding hours of operations to 24/7 in the
* Candidates must be able to wear a lightweight headset at all times while on duty
* Candidates must be able to handle a large volume of incoming calls
* Candidates must be able to operate a computer and other office equipment, which requires repetitive arm, hand and
To be considered for this position the candidates must provide detailed information to support their application:
* 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:
Please visit the link below for further information on the requirements of a CSR I, the hiring process and preparing
your application: http://vancouver.ca/humanresources/jobs/pdf/311ApplicantHandbook.pdf
To apply, please visit www.vancouver.ca/jobs
We thank all applicants for their interest. However, only those selected for an interview will be contacted.
The City of Vancouver is an Equal Opportunity Employer
CUPE Local 15 Bargaining Unit (VMECW)
Pay Grade 17: $23.96 to $28.14 per hour plus a % in lieu of benefits
|Date Posted:||Friday, June 08, 2012 at 4:10:39 PM|
|Posting Expires:||Thursday, June 21, 2012 at 4:30:00 PM|