Parking Enforcement Customer Service Representative

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

• Answer incoming calls and respond to both calls and correspondence from citizens in a professional and courteous manner;
• Receive all incoming ticket and enforcement specific inquiries and adjudication dispute requests;
• 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 cancelparking 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 legall 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 by law courses through the Justice Institute of BC are considered assets

Knowledge, Skills and Abilities :

• Knowledge of applicable parking related by laws, provincial legislation regarding bylaw adjudication, applicable City policies and processes, and the adjudication process.
• Strong computer skills with proficiency in MS Office; proficiency in software applications such as Hansen,Tempest, Command Center, Amanda, PaybyPhone, Sentinel and any other applicable to the work performed,and the ability to type 40 wpm.
• 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 tohandle 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 to strict 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

Business Unit / Department : Engineering Services (1300)