Customer Service Representative (Police OCC) at City of Burnaby

Competition No: 2025-353

Duration: Regular Full Time

Salary: $5,213 – 5,422 – 5,647 – 5,883 – 6,128/month (2024 Rates)

Schedule:

Special Notes:

Last Updated: 12/8/25

We are looking for compassionate and experienced police communications operators who are able to make quick and accurate decisions and are able to communicate effectively both orally and in writing. This position works in the RCMP Non-Emergency Call Centre organizational unit. 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. A Customer Service Representative 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. A Customer Service Representative will have the ability to deal effectively and courteously with the public; to 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. 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. A Customer Service Representative (Police OCC) will have 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. Sound knowledge of information management systems, software applications and the capabilities of call centre technology. They will have the ability to 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. The successful candidate will be required to obtain and maintain an RCMP Enhanced Security Clearance.

Schedule: 75 hours bi-weekly; 0600 hours to 1800 hours for two (2) days and 1800 hours to 0600 hours for the following two (2) days. A work period (cycle) will consist of two (2) consecutive days on, followed by two (2) consecutive nights on, followed by four (4) days off.

Special Notes: Subject to the Letter of Understanding dated June 8, 2023; otherwise, Normal for CUPE 23 Inside Division Collective Agreement.

Please apply online by December 17, 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.

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

At the City of Burnaby, we are committed to fostering an inclusive and diverse workforce that authentically mirrors the vibrant community we proudly serve. We consistently embrace diversity and endeavor to build an inclusive workforce that celebrates the richness of our community. We warmly welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to join us in shaping a more vibrant and equitable future together.