Virtual Parking Enforcement Officer/PEO (bilingual)

BENEFITS AND COMPENSATION:

Benefits:

Computer equipment provided.

No sales or solicitation.

37.5 hours per week, Monday to Friday.

Dynamic work environment and great team.

Paid training.

Quick onboarding.

Compensation:

Starting salary: $22-$24 per hour (CAD)

Two paid sick days (after 3 months of employment).

Two weeks of vacation.

RRSP program (available after 6 months of employment).

Paid holidays.

Group insurance (available after 3 months).

PRIMARY DUTIES:

The Parking Enforcement Office is a role responsible for parking enforcement throughout Canada.

HIERARCHY: The Parking Enforcement Officer reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the Customer Success Director who reports to the Executive Vice President CX Practice who reports to the Executive Vice President of Professional and Field Services division who reports to the Chief Executive Officer.

PRIMARY TASKS AND RESPONSIBILITIES:

Analyze and approve electronic parking violations already submitted by customer service agents (CSRs), including entry, violation and exit time stamps, as well as vehicle photo streams and other relevant information.

Verify and gather information on the owner of the offending vehicle.

Document and enter information on the owners of offending vehicles in databases or other appropriate tools.

Layout, printing and enveloping of validated infringements and all other steps to prepare documents for mailing.

Navigate through multiple municipal databases simultaneously

Assist and carry out special projects at the request of a direct supervisor or team leader

Assists with hardware asset management, when applicable.

Process hardware shipping and receiving, when applicable

Other duties as assigned.

COMPENTENCIES:

Strong, clear and effective English & French written and verbal communication skills

Attention to detail and accuracy.

Demonstrated record of providing strong customer service in a multi-tasking environment.

Exceptional time management and multitasking abilities.

Remaining positive and persistent in the face of challenges.

Ability to cope with stressful situations and maintain a calm and professional demeanor

Good organizational skills

Ability to adapt to evolving environments

Ability to work in a team.

Flexible, reliable and trustworthy.

Time management skills to multitask and adhere to SLAs.

Ability to meet tight deadlines, learn new tasks, and work quickly and efficiently.

Good problem-solving skills

Basic proficiency of operating systems and infrastructure, networking basics, software, and applications.

Ability to quickly learn new technologies

Ability to lift and move boxes and materials weighing up to 50 pounds

REQUIRED EDUCATION & EXPERIENCE:

High school diploma or equivalent

Genesys Contact Center Platform, preferred

Customer Service: 1 year (mandatory)

User experience with Salesforce preferred, or other relevant CRM or ITSM Ticketing tools

TECHNICAL REQUIREMENTS:

Genesys Contact Center, preferred

Salesforce (preferred) or other relevant CRM or Ticketing software

Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint

Parking Enforcement Software such as SentryLink, a plus

ARIS Vehicle Database, a plus

LANGUAGE SKILLS: Fluency in French and English (spoken and written). Over 80% of New Era’s clientele is English-speaking.

WORK ENVIRONMENT: This role will be performed on-site.

EXPECTED HOURS OF WORK: Typically, standard business hours Monday through Friday 8:00AM – 4:00PM.

TRAVEL: No