Customer Service Representative (Police OCC)

We are looking for compassionate and experienced police communications operators who are able to make quick and accurate decisions and communicate effectively both orally and in writing. A Customer Service Representative (Police OCC) supports both public and first responder safety by answering various types of incoming Non Emergency calls for service and general inquiries. The incumbent will quickly elicit important details from the caller, create reports, and relay summarized information to dispatchers and other appropriate agencies. Other responsibilities include responding to email and online requests for service; providing information, direction and assistance to the public regarding RCMP services, programs, events; explaining laws and regulations (including by-laws); identifying issues and initiating service requests; resolving routine complaints and handling a wide variety of inquiries. The incumbent will establish and maintain effective working relationships with a variety of internal and external contacts; liaise with staff to update departmental information; review and update processes for resolving customer inquiries, update supervisor, participate in the cross training of peers; and use software applications to enter, delete, update, revise and retrieve information. Performs related duties as required.

Qualifications include completion of Grade 12 supplemented by courses in customer service or call centre operations plus sound public contact experience in a customer service oriented environment or an equivalent combination of education, training and experience. Sound knowledge of information management systems such as PRIME CAD, PRIME RMS, CPIC and JUSTIN, software applications and the capabilities of police call centre technology. Considerable knowledge of the general functions and the nature of services provided as it relates to the work performed and of the policies, procedures and organization of the RCMP. Ability to deal effectively and courteously with the public, to supply information and assistance in response to enquiries and requests and to explain bylaws, policies, standards, regulations and services; listen and discern what information is significant when handling enquiries, complaints and service requests with promptness, tact, diplomacy and accuracy combined with the ability to assess the nature of requests and determine those which can be resolved and those requiring further response. Ability to operate police call-centre technology including queues and reader boards, and information management systems and software applications. Skill in keyboarding rapidly and accurately. The successful candidate will be required to obtain and maintain an RCMP Enhanced Security Clearance.

Pay Rate: $34.25 per hour + 12% in lieu of benefits

Location: RCMP Detachment

Hours of work: This is an auxiliary position, hours and shifts are based on operational requirements and do not provide guaranteed hours of work, which may include on-call shifts. We have many shifts available throughout the week, including overnight, weekends, and statutory holidays. A typical shift length is 12 hours (0600hours to 1800 hours or 1800 hours to 0600 hours).

The closing date for this competition has been extended until it is filled. New applications are welcome!

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.

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.