Parking Enforcement Customer Service Rep - REPOST

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation), Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada’s Top 100 Employers, BC’s Top Employers, and Canada’s Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Requisition : 45238

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 operates Monday to Friday within the hours of 7:00am – 7:00pm with the possibility of occasional weekend shifts. This role requires strong availability and flexibility. Please note that this is an auxiliary position and hours of work will be based on operational needs.

• 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 cancel parking 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 legal enforcement related complaints.

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 bylaw courses through the Justice Institute of BC are considered assets.

• Knowledge of applicable parking related bylaws, 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, Payby Phone, Sentinel and any other applicable to the work performed, and the ability to type 40 wpm.
• Effective customer service skills 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 to handle 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…