Transit Customer Service Representative

at  Strathcona County

Are you passionate about helping customers and making a positive impact? As a Customer Service Representative (CSR) you’ll be Strathcona County Transit’s first line of contact, providing personalized assistance to customers in understanding, navigating and using public transit services and fare media sales.
CSRs provide clear, accurate, and precise transit information ensuring professional and responsive customer relations. The Transit CSR is essential for helping to maintain and improve customer satisfaction with the transit services.

QUALIFICATIONS AND SKILLS:

• High school diploma with a minimum of one-year related customer service experience in a fast paced, customer service-oriented position
• Proficient computer skills including Word, Excel, POS payment system, Customer Relations Management Tools (CRM), and trip planning Apps
• Ability to breakdown and teach complex concepts and technologies
• Ability to troubleshoot high-stress situations and use critical thinking to solve customer-facing issues
• Knowledge and experience of cash handling principles would be an asset
• Knowledge of Strathcona County, all SCT services including regular conventional transit and on-demand service, Specialized Transit and special events as well as relevant ETS services would be an asset
• Current knowledge and experience in respective safe work practices including training with OHS regarding notifying passengers at the BTT during emergency situations would be an asset
• Excellent interpersonal, communication and customer service skills
• Excellent time management skills with the ability to work independently as well as part of a team
• Strong organizational and multitasking skills, including ability to prioritize multiple and competing requests for action and stay focused during frequent interruptions
• Ability to think and act quickly in stressful and high-pressure situationsAccuracy and an attention to detail in a fast-paced setting is imperative

WHO WE ARE:

Strathcona County is a specialized municipality located in the heart of Alberta. Our vision is to become Canada’s most livable community, where our workplace culture and identity are supported by our people plan and values of integrity, respect, safety, fairness, and cooperation.

• Provides excellent customer experience by responding to service and information inquiries, assisting customers in trip planning, and addressing customer complaints and concerns
• Responds to customer inquiries and feedback at the customer service desk, via phone and through County Connect on all department services (conventional, specialized transit, on-demand transit, special events, school service, detours, etc.)
• Maintains sales of fare media along with reconciliation of cash and inventory at the end of each shift to ensures revenue is secure and accounted for in a timely and efficient manner
• Educate and assist customers with the Arc regional smart fare system
• Educate and assist customers with the on-demand transit evening and weekend service and app
• Assist customers booking on-demand transit trips over the phone and in-person
• Provides feedback to other areas of the Transit department to help ensure accuracy of Transit information and that customer needs are understood
• Directs customers to appropriate resources for other municipal services based on up-to-date knowledge of County services including regulations and policies, bylaws, and special services
• Assists in promoting transit services to potential customers by participating in various local events, public information sessions and travel training opportunities
• Retains items that are lost or found on or within transit property and work to return items to the correct owner in a timely mannerPerforms routine administrative duties in the office to ensure office operations run smoothly as well as efficiently