Clerk B - Customer Service Representative

Under the supervision of the Customer Service Supervisor, the Customer Service Representative plays a vital role in providing public-facing services at multiple service counters at the Winnipeg Police Service (WPS) Headquarters. Responsible for assisting with inquiries, police record checks, vulnerable sector and non-criminal fingerprinting, and other administrative services, the Customer Service Representative ensures that all public interactions are handled with professionalism, empathy and adherence to service policies and legal requirements.

As a Clerk B - Customer Service Representative you will:

• Provide friendly and professional support on a wide variety of services at the main customer service counter.
• Process received online criminal record check and vulnerable sector search applications.
• Assist applicants with non-criminal fingerprinting services.
• Accept payments for purchased services.
• Provide backup coverage for the volunteer information desk and other duties as assigned.

Your education and qualifications include:

• Grade 12 Diploma, GED or equivalent
• Minimum 12 months customer service experience
• Knowledge of police operations and administrative procedures, including familiarity with records management, and public counter functions.
• Understanding of relevant legislation and regulations, including the Freedom of Information and Protection of Privacy Act (FIPPA) and municipal by-laws.
• Basic understanding of workplace safety and emergency response procedures.
• Proficient in using technology, including police systems, databases and related software (RMS, CPIC, PIP, Forest Green, WaitWell scheduling tool).
• Demonstrated ability to keyboard accurately, 40 words per minute.
• Ability to perform basic mathematical calculations.
• Good attention to detail, ensure the accuracy of work and ability to verify information.
• Possess excellent command of the English language and French if position is bilingual.
• Bilingual ability is highly desirable to assist in communication with a diverse population.
• Excellent verbal and written communication skills, with the ability to interact effectively with diverse populations.
• Effective conflict resolution and problem-solving skills to handle escalated customer issues.
• Ability to exercise sound judgment and accountability.
• Ability to deal discreetly with confidential and sensitive matters.
• Ability to interpret and apply policies, procedures, and legal requirements accurately.
• Ability to prioritize tasks, multitask, adapt quickly to changing situations and priorities and meet set work targets.
• The ability to establish and maintain a positive, respectful, safe and healthy work environment that supports the physical, psychological and social working relationships with members at all levels in a team environment.

*IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service** at application. If you are not submitting proof of Grade 12 completed within Canada, we require you to submit proof of a full-time, two year post-secondary program completed in Canada.

Minimum Requirements:

• Canadian Citizen or Permanent Resident
• Minimum 18 years of age
• No involvement in any criminal activity within the last two years (including illegal drugs)
• No criminal record for which a Pardon has not been granted

Conditions of Employment:

• Ability to pass a level 3 Winnipeg Police Service security check and maintain clearance
• Ability to successfully complete additional training as defined by the Service

Winnipeg Police Service Competencies:

• Composure
• Citizen and Customer Focus
• Respecting Diversity
• Peer Relationships
• Problem Solving