Customer Care Center Agent

Cincinnati Metro; Ganges; On-site; CAD 40,000 - 50,000; Full time

Job summary

A public transportation service in British Columbia is seeking a dedicated customer service representative. In this role, you will respond to a variety of customer inquiries, provide routing information, and maintain accurate passenger records. Ideal candidates should have good communication skills, problem-solving abilities, and a high school diploma, with preference given to those with an Associate's Degree. This position offers the chance to work in a team-oriented environment focused on service excellence.

Qualifications

• Two to four years of related experience is required.
• Ability to work in compliance with Metro's safety and security policies.
• Familiarity with Metro's fixed routes.

Responsibilities

• Respond to high volume of inquiries regarding schedules and fares.
• Assist riders with routing information via phone and email.
• Provide feedback to passengers and document interactions.
• Maintain up-to-date records in the customer database.

Skills

Excellent verbal and non-verbal communication

Problem-solving skills

Energetic and takes initiative

Accountability and honesty

Education

High School Graduate

Associate's Degree (preferred)

Tools

COM system

Trapeze

TransitMaster

eFare

Word processing software

Spreadsheets

Job description

Responds to a high volume of telephone, electronic and written inquiries regarding schedule information, transfer routes, fare information, etc. Respond to complaints, suggestions, and/or inquiries received by phone, mail, social media, or e-mail from customers or the general public concerning the company's services. Assure COM, the customer service documentation software, is accurate and up-to-date. Draft and/or document communication to the customer and/or general public. Route incoming calls using a multi-line phone system to appropriate department/personnel. Operate a multi-line phone to route incoming calls to appropriate department/personnel.

ESSENTIAL FUNCTIONS

• Converse with customers verbally and/or electronically to determine destination, travel dates and times and accommodations required by answering incoming calls and retrieving emails from the company's website.
• Assist riders with routing information via phone or mailing printed materials regarding various schedules and routes, including but not limited to, Access, regular, school, snow and holiday service. Send out schedules as requested/necessary.
• Provide fare and boarding information to customers as requested/needed.
• Process incoming/outgoing mail to customers (for example mail out schedules, application requests, etc.).
• Document and confirm the accuracy of information submitted by the customer.
• Complete data entry of passenger file information for specific trip requests and negotiate requested time where necessary or appropriate.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
• Utilize Trapeze modules, OTP,headway data, dispatcher detours and other relevant documentation to
• Type all communication data into the Customer Service modules/system for resolution and tracking.
• Collaborate and exchange information with Metro personnel (including, but not limited to Risk, Maintenance, Dispatch, Operations, etc.) to assist in the prompt resolution of customer service issues.
• Communicate Access passenger issues to the appropriate Metro personnel (including but not limited to same-day cancellations, no-shows, etc.)
• Prioritize and prioritize urgent calls appropriately.
• Conduct callbacks at customer request concerning resolution of customer report. Prepare written follow-up response, via correspondence and/or email at customer request.
• Contact passengers or respond to reports of items lost or found on a coach.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries. Maintain and update information on service routes in information binders on a daily basis.
• Assist in the development of strategies to meet or exceed organizational and department performance goals and objectives.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Ability to work in compliance with Metro's safety and security policies
• Model exemplary internal and external customer service.
• Other duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Clear, concise, and persuasive. Excellent grammar and punctuation.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Accurately identifies and measures own skills and know when to ask for help in completion of tasks and projects.
• Leadership - Energetic, takes initiative on projects, committed to continuous improvement.
• Professional Integrity - Accountable, honest, fiscally responsible, with the ability to maximize resources.

Education

• High School Graduate necessary; Associate's Degree preferred.

Experience

• Two to four years related experience

SKILLS & ABILITIES

Computer Skills

• Working knowledge of computers and willingness to learn new systems (COM system, Trapeze, TransitMaster, eFare, OTP); headway data sheets, word processing, spreadsheets, internet, and e-mail.

Other Requirements

• Familiarity with Metro's fixed routes.

WORK ENVIRONMENT

• Office atmosphere

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate