Parking Enforcement Officer (PEO)

JOB TITLE: Parking Enforcement Officer (PEO) LOCATION (CC2): CA01; MSR34 – MS Recurring BPO DEPARTMENT (CC3): MS01 – Managed Services – (x)OC REPORTS TO: BPO Senior Manager WORK ENVIRONMENT: On-site PHYSICAL WORK LOCATION: ... QC FLSA: Non-Exempt DIRECT REPORTS: No

Job Type: Full-time, Permanent

Compensation: Starting at $22.00 per hour

Scheduled Hours: 37.5 hours per week 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 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.

COMPETENCIES

• 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, fundamental networking principles, software and applications.
• Ability to quickly assimilate new technologies
• Ability to lift and move boxes and heavy equipment up to 22 kg

EDUCATION AND EXPERIENCE REQUIRED

• High school diploma or equivalent
• Genesys Contact Center platform, an asset
• Customer Service: 1 year (required)
• Experience with Salesforce (an asset), or other relevant CRM or ITSM ticket management tools

TECHNICAL REQUIREMENTS

• Genesys Contact Center, an asset
• Salesforce (preferred) or other relevant CRM or ticket management software
• Microsoft products and operating systems, including Word, Excel, Outlook, SharePoint and PowerPoint
• Parking management software such as SentryLink, an asset
• ARIS vehicle database, an asset

LANGUAGE COMPETENCIES: Proficiency in French and English (both spoken and written). Over 80% of New Era's customer base is anglophone.

WORK ENVIRONMENT: This position will be on-site.

SCHEDULED WORK HOURS: Generally, regular business hours Monday to Friday, 8 am to 4 pm.

TRAVEL: None

BENEFITS AND COMPENSATION

• Benefits:
• Provided with computer equipment.
• No sales or cold calling activities.
• 37.5 hours per week, Monday to Friday.
• Dynamic work environment and excellent team.
• Paid training.
• Fast integration.
• Compensation:
• Starting salary: $22 to $24 per hour (CAD)
• Two paid sick days (after 3 months of employment).
• Two weeks of vacation.
• REER program (available after 6 months of employment).
• Paid holidays.
• Group insurance (available after 3 months).

QUALIFICATIONS: *To succeed in this role, the individual must be able to perform each of the essential tasks satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* *This job description is not designed to cover or contain a comprehensive list of the activities, tasks, or responsibilities required of the employee. Other tasks, responsibilities, and activities may change or be assigned at any time, with or without notice.* *EEO/AA Statement* *New Era Technology offers Equal Employment Opportunity (EEO) to all employees and job applicants, without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or veteran status.* *In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing employment nondiscrimination in all locations where the company has facilities. This policy applies to all terms and conditions of employment, including recruitment, hiring, assignment, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.*