The goal of the City of Burnaby and its employees is to consistently deliver first class service and services to our community. With this in mind, we hire people who share the same passion, those with the drive and determination to grow with and contribute to our already exceptional team. People like you!

Are you passionate about people, serving your diverse community and providing excellent customer service? The City of Burnaby is launching their Customer Service Centre and we are in the process of putting together a team of friendly, articulate, tactful, proactive, problem-solving, empathetic, and team oriented individuals.

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, 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. Ability to navigate and learn how to use new software applications. 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.

This competition has been extended until February 24, 2023. New applications are welcome!

All external applicants are required to be fully vaccinated for COVID-19 as a condition of hire. External applicants who are not able to obtain a COVID-19 vaccine for a reason related to a personal characteristic protected by the BC Human Rights Code can request an accommodation at any time during the recruitment process. City of Burnaby employees can refer to our COVID-19 Vaccination Policy for City staff.

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.

We thank all applicants for their interest; however, only those considered for an interview will be contacted.