Job Number: 47622
Bylaw Ticket Administration (BTA) is seeking an experienced Customer Service Representative who is service oriented, courteous and accountable to join the team.
BTA is the primary point of contact for citizens regarding bylaw ticket inquiries. BTA is responsible for customer service functions using applicable policies, procedures and legislation, defending contentious regulations and bylaws, and assessing ticket review requests in a call centre environment.
BTA’s role is responsible for the complete administration and collection of all municipal bylaw tickets. This is achieved by carrying out various specialized functions which include information processing, data entry on the FINES application, filing documents to ensure proper legal proceedings are administered, and scanning tickets and correspondence into the FINES application. Customer service functions, through our call center, include professionally and accurately communicating applicable policies, procedures and legislation; defending contentious regulations and bylaws in an empathetic manner; and assessing ticket review requests with consistency. These functions must be performed with a high degree of accuracy, within strict deadlines and independent judgment. Consequences of errors are significant as citizens may be convicted in absence.
With a focus on the City of Edmonton’s Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, you will:
- Handle telephone interactions that meet Call Quality expectations
- Explain and interpret policies, regulations and bylaws to the general public by being thorough and using good judgement
- Advise on bylaw fines collection process
- Use judgement when assessing inquiries to determine appropriate method of appeal and explain judiciary process
- Explain the process and method of ticket review through BTA
- Effectively deal with difficult, challenging and irate customers by phone
- Contact other City departments to obtain and provide information and/or warm transfer the caller
- Re-direct customers to appropriate City departments ie. for permits and licences and provide solutions or options for their needs
- Review ticket review requests received by mail, fax, telephone, email, memorandum and/or referral by Mayor's Office, City Clerk's Office, Office of the Councillors, DCM office, BM office, etc and initiate the process for determining a ticket review outcome
- Liaise with the Mayor's Office, City Clerk's Office, Office of the Councillors, DCM office, BM office, etc to gather further information as needed as part of the decision making process for a ticket review
- Liaise with the Parking Enforcement contract on processes and procedures between BTA and their office such as officer corrections, sent back tickets, clarification on officer notes, etc.
- Request additional information such as signage checks and ePark checks as research to help determine the outcome of the ticket review
- Verify information provided in the ticket reviews by contacting various departments, external businesses, and access ParkPlus, POSSE and Motor Vehicle Registry
- Provide pertinent information and exercise judgement that is crucial in determining whether the ticket review should be recommended as granted or denied
- Draft correspondence in response to ticket reviews, and forward to BTA Supervisor and/or BTA Manager for approval
- Work directly with BTA Supervisor and/or BTA Manager to assist in their decision making processes
- Audit tickets for accuracy, sort tickets into specific categories, prepare batch headers, initiate process for corrections to tickets within set deadlines
- Enter ticket data into FINES software within set deadlines to initiate fine collection or court proceedings.
- Other related duties as required
Qualifications:
- High School Diploma including business subjects with emphasis on general office practices
- Three (3) years progressively responsible and diversified office experience which includes:
- experience in a Call Centre environment
- experience in Information Processing such as data entry
- experience in Customer Service
- experience in general office practices
- Ability to meet Call Quality expectations for excellence in customer service
- Ability to make decisions in accordance with established policies, procedures and legislation
- Ability to effectively manage interactions with difficult, challenging and irate customers
- Ability to process information and documents with a high degree of accuracy and within strict time frames
- Ability to work independently
- Ability to handle personal information in a confidential manner
- Ability to establish and maintain effective working relationships as necessitated by work assignments
- Demonstrate excellent communication skills (verbal and written)
- Knowledge of modern office practices and procedures
- Experience in Microsoft Office and Google Workspace
- Knowledge of appropriate computer applications (FINES, ROADS, ParkPlus) and hardware
- Knowledge of City Bylaws, Provincial Acts, National Standards and policies and procedures as it relates to BTA
- Demonstrate service excellence, embracing diversity and promoting inclusiveness
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
- Demonstrate the foundational competencies, key behaviors and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
- Applicants may be tested
The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.
The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected]
Up to one (1) permanent full-time position
Hours of Work: 40 hours per week, Monday - Friday
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.
Salary: $25.448 - $31.909 (Hourly); $53,135.420 - $66,625.990 (Annually)
Talent Acquisition Consultant: RM/MZ
Classification Title: Clerk III - 8 Hours
Posting Date: Sep 27, 2023
Closing Date: Oct 11, 2023 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union : CSU 52
Department: Financial Services
Work Location(s): Chancery Hall, 2nd Floor, 3 Sir Winston Churchill Square Edmonton T5J 2C3
