Customer Service Representative chez City of Burnaby

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. Some of the duties that the Customer Service Centre Representative will have are as follows: deliver front-line customer service to members of the public by answering questions; receiving, capturing, triaging and/or actioning service requests; investigate information; transfer calls; handle complaints; explain city processes, bylaws, regulations and policies, etc.; navigate multiple software applications; be a liaison between customers and the City’s departments; and perform related work as required. The ability to speak languages in addition to English is not a requirement but a benefit.

Qualifications include completion of Grade 12, plus sound public contact experience in a customer service oriented environment or an equivalent combination of education, training and experience. Considerable knowledge of the organization of the City, the general functions of its Departments, and the nature of services provided as it relates to the work performed. Sound knowledge of information management systems, software applications and the capabilities of call centre technology, ability to deal effectively and courteously with the public, to maintain effective working relationships with other staff and City politicians, 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 referral. Ability to operate call-centre technology including call queues and reader boards, information management systems and multi-tasking utilizing a variety of software applications. Skill in keyboarding rapidly and accurately.

Please apply online by September 18, 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.

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.