Reporting to the Supervisor, Customer Service, and under the guidance and direction of the Senior Customer Service Representative, is responsible for handling inbound and outbound calls from users of conventional and rapid transit;
providing real time and schedule information to existing customers or prospective riders in a telephone call centre environment;
and responding to requests and resolving complaints received from the public, including some e-mail or in-person inquiries;
tracks and documents details of customer interaction in the Customer Relationship Management (CRM) system with the goal of responding to customers at the First Contact.
Successful completion of a College diploma in Business Administration, Communication or a related field; or approved equivalent combination of education and experience.
Minimum two (2) years customer service experience in a call centre environment.
Demonstrated experience in computer applications such as a Customer Relationship Management (CRM) system.
Demonstrated knowledge of complaint and conflict resolution techniques.
Ability to multitask using multiple applications.
General knowledge of the services provided by York Region Transit.
General knowledge of Transit by laws.
Strong written communication skills to respond to customer e-mail inquiries.
Excellent interpersonal, verbal and listening skills to interact courteously with internal and external customers, both by telephone and in-person.
Strong conflict resolution and interpersonal skills to resolve customer issues.
Computer literacy in MS Office software applications including proficiency in word processing, spreadsheet, the internet, and familiarity with databases.
Demonstrated problem solving and decision making skills and the ability to provide high quality customer service.
Ability to work outside normal business hours as required.
Ability to work shifts, weekends and holidays as required.
Ability to relate in an objective and empathetic way to customers.
Mon Thurs 2 : 00 pm 6 : 00 pm
$28.96 - $31.48 per hour. This is a Union position.