Engineering Customer Experience Representative

City of Burnaby; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

A municipal government is looking for an Engineering Customer Experience Representative in Burnaby. This regular full-time position involves processing Engineering applications, serving customers, and liaising with staff. Candidates should have a Grade 12 education, customer service experience, and knowledge of engineering operations. An inclusive work environment is emphasized, and applications are due by October 9, 2025.

Qualifications

• Substantial office experience involving public contact and computerized systems.
• Knowledge of engineering operations, services, bylaws, regulations.
• Ability to maintain records and compose routine letters.

Responsibilities

• Process Engineering applications and permits.
• Serve customers and respond to inquiries via phone and email.
• Liaise with Engineering staff to ensure service requests are completed.

Skills

Customer service

Office software proficiency

Engineering knowledge

Recordkeeping

Education

Completion of Grade 12 or equivalent

Job description

Overview

Engineering Customer Experience Representative

Competition No: 2025-291   Duration: Regular 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 8:00 AM – 4:45 PM (Nine-Day Fortnight)   Special Notes: Normal for CUPE 23 Inside Division Collective Agreement

Last Updated: 9/29/25

This position works in the Engineering – Administration organizational unit.

Responsibilities

• Receive and process a variety of Engineering applications and permits for areas including sewer, water, design, environment, traffic and inspection.
• Serve customers at the counter and respond to inquiries by phone and email, providing information, direction and assistance regarding Engineering operations, services, bylaws, regulations and procedures.
• Liaise with Engineering staff and escalate cases to supervisors to ensure completion of outstanding service requests.
• Enter, delete, update, revise and retrieve information using software applications; process payments and refunds; maintain filing systems for varied information.
• Review plans, permits, inspections and payments for accuracy, completeness, propriety of charges and conformance with departmental regulations.
• Create service requests for inquiries from external or internal customers via multiple platforms.
• Perform preliminary site plan reviews for conformance with Engineering requirements.
• Conduct user acceptance testing for new systems or updates.
• Process and distribute departmental mail and review/update related processes to improve efficiency and service levels.
• Perform related duties as required.

Qualifications

• Completion of Grade 12 with related courses or equivalent combination of training and experience; substantial office experience involving public contact and computerized systems, preferably in a large organization.
• Knowledge of Engineering or construction policies and procedures; knowledge of engineering operations, services, bylaws, regulations and related procedures.
• Familiarity with filing, recordkeeping, office practices and procedures; experience with office software packages; basic surveying, 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 service requests.
• Ability to maintain records, compose routine letters and memoranda, and explain department rules and regulations while interacting tactfully with the public and internal staff.
• Proficiency in related software applications including databases, spreadsheets and word processing.
• Police Information Check may be required for this position.

How to Apply

Please apply online by October 9, 2025.

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview. If you do not receive a confirmation email within one hour of submitting your application online, please contact People and Culture at 604-294-7303. 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 burnaby.ca/careers.

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 (Kwikwetlem) peoples. Each Nation has distinct histories and traditional territories. We are committed to creating an inclusive and diverse workforce that reflects our community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.