Customer Service Representative

City of Burnaby; Burnaby; On-site; CAD 30,000 - 60,000; Full time

Job summary

A local government authority in Burnaby is seeking a Customer Service Representative to deliver exceptional service to the public. The role requires effective communication skills and the ability to handle service requests across various platforms. Ideal candidates will have a Grade 12 education and sound experience in customer service. This is a full-time temporary position until November 27, 2026, with competitive monthly salary.

Qualifications

• Completion of Grade 12 or equivalent education.
• Sound public contact experience in a customer‑service oriented environment or an equivalent combination of education, training and experience.
• Ability to deal effectively and courteously with the public.
• Rapid and accurate keyboarding skills to manage simultaneous tasks.

Responsibilities

• Deliver front-line customer service to members of the public by answering questions.
• Receive, capture, triage and/or action service requests.
• Investigate information to provide accurate responses.
• Handle complaints with professionalism and care.

Skills

Public contact experience

Knowledge of the City’s organization

Information management systems

Customer service skills

Ability to explain bylaws

Listening and prioritizing

Adaptability with technology

Efficiency in multitasking

Education

Completion of Grade 12 or equivalent

Tools

CRM applications

Telephony systems

Job description

Customer Service Representative

Competition No: 2025-325

Duration: Temporary Full Time

Salary: $4,865 – 5,060 – 5,270 – 5,491 – 5,719/month (2024 Rates)

Schedule: 70 hours bi-weekly; Monday to Friday from 11:15 AM – 8:00 PM (Nine-Day Fortnight)

Special Notes: Subject to Note ‘T’ of Schedule ‘B’ of the CUPE 23 Inside Division Collective Agreement

Last Updated: 11/19/25

This position works in the Customer Service Centre organizational unit. The Customer Service Representative will receive service requests or inquiries primarily from external customers (or internal colleagues), via multiple platforms (incoming calls, emails, digital apps, social media and web forms, etc.) and will receive, respond, triage and route or action these according to the best standards established within the department. The role requires that you understand the City’s values, code of conduct, departmental processes and best practices - all of which you will be provided training on. You will become our City’s information expert and will contribute to our Corporate Strategic Plan – creating a City that we all want to live in and be in.

Responsibilities

• Deliver front-line customer service to members of the public by answering questions
• Receive, capture, triage and/or action service requests
• Investigate information to provide accurate responses
• Transfer calls to the appropriate departments
• Handle complaints with professionalism and care
• Explain city processes, bylaws, regulations and policies to customers
• Navigate multiple software applications effectively
• Act as liaison between customers and City departments
• Perform related work as required

Qualifications

• Completion of Grade 12 or equivalent education
• Sound public contact experience in a customer‑service oriented environment or an equivalent combination of education, training and experience
• Considerable knowledge of the City’s organization
• Sound knowledge of information management systems, software applications and call‑centre technology
• Ability to deal effectively and courteously with the public
• Capacity to maintain effective working relationships with staff and city representatives
• Skill in supplying information and assistance in response to enquiries and requests
• Ability to explain bylaws, policies, regulations, and services with clarity
• Proficiency in listening, discerning significant information, and prioritizing tasks
• Assessment of requests to determine timely resolution or referral
• Adaptability to call‑centre technology, including CRM applications, telephony systems, and data platforms
• Efficiency in multitasking across multiple software applications while maintaining accuracy
• Rapid and accurate keyboarding skills to manage simultaneous tasks

This is a Temporary Full Time opportunity until November 27, 2026.

Please apply online by November 28, 2025.

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

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online at www.burnaby.ca/careers.

We thank all applicants for their interest; however, only those considered for an interview will be contacted.

Apply to this position

EQUAL OPPORTUNITY EMPLOYER

Visit us at www.burnaby.ca

We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil‑Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city. We encourage you to learn more about the Host Nations whose ancestors have occupied and used these lands, including parts of present‑day Burnaby, for thousands of years. We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.