Engineering Customer Experience Representative

Burnaby; Burnaby; On-site; CAD 45,000 - 60,000; Full time

Job summary

The City of Burnaby is seeking an Engineering Customer Experience Representative within the Engineering – Administration unit. The role handles Engineering applications and permits, serves the public at the counter, and responds to inquiries via phone and email.

You will work with engineering staff and contribute to process improvements, payments, and records management. Responsibilities include reviewing plans and permits, creating service requests, and supporting system updates.

Qualifications

• Completion of Grade 12 supplemented by or including courses related to the work and considerable related office experience.
• Knowledge of engineering or construction policies and procedures is desirable.
• Ability to manage high volumes of inquiries and service requests with tact and courtesy.

Responsibilities

• Receive and process a variety of Engineering applications and permits.
• Serve customers at the counter and respond to calls and emails.
• Enter, delete, update and retrieve information in internal systems.
• Process and distribute payments and refunds; maintain filing systems.
• Review plans, permits, inspections and charges for accuracy and conformance with regulations.
• Create service requests for inquiries from external or internal customers; assist with site plan reviews.
• Support testing and rollout of new systems; assist with mail distribution and process improvements.

Skills

Public interaction

Data entry

Payment processing

Telephone support

Education

Grade 12 diploma

Tools

Databases

Spreadsheets

Word processing

Job description

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.

Qualifications include 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; and work under pressure with a high volume of inquiries and/or service requests. Ability to accurately and efficiently maintain a limited variety of records; compose routine letters and memoranda; forward information and/or explain department rules and regulations and to deal tactfully, courteously and effectively with the public, internal and municipal personnel at the counter, responding to incoming calls and emails. An incumbent will also have the ability to use related software applications including databases, spreadsheets and word processing applications.

This is a Temporary Full Time position until December 31, 2027.

The closing date for this competition has been extended until it is filled.

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.