Customer Service Clerk

POSITION PURPOSE:

The Customer Service Clerk provides first level response in resolving customer inquiries and complaints, contributing to an exceptional experience for all customers relying on Green P facilities and services.

MAJOR RESPONSIBILITIES:

1. Respond to customer inquiries and complaints received through various channels – telephone, e-mail, social media, etc. Resolve issues in a tactful and courteous manner. When necessary, direct customer inquiries to the appropriate internal Director, Manager, Supervisor, department, appropriate outside agency in a professional manner.
2. Liaise with technical staff and monitoring station personnel on issues concerning state of repair of parking equipment and field customer service requirements.
3. Address escalated complaints and concerns from customers and members of the public.
4. Compile customer service reference documentation, and provide input and advice in the development of guides, tools, scripts, policies and procedural manuals for use by all Authority staff to continuously improve the effectiveness and achieve exceptional customer satisfaction with the Authority’s services.
5. Recommend improvements to the Authority’s services based on customer feedback.
6. Preparation of general correspondence/reports/work instructions.
7. Investigate, process and administer customer refund requests.
8. Liaise with City of Toronto staff regarding parking requirements associated with film production, on-street vendor permits, and construction.
9. Liaise with the Toronto Parking Enforcement Unit in the investigation and resolution of Parking Infraction Notices and Parking Enforcement Co-ordination.
10. Must have a good work record, reliable attendance and punctuality.
11. Willing and able to work overtime.
12. Perform other duties, as assigned.

QUALIFICATIONS, EDUCATION & EXPERIENCE

1. Any combination of education, training and experience, which would provide the necessary knowledge, skills and abilities to undertake the responsibilities, would meet the qualifications for the position. Typically, they would be as follows:
2. Equivalent to high school, plus a work related course of one academic year in duration. Course may provide specialized or applied knowledge in one occupational or specialized area.
3. 1-3 years of experience.
4. Proficiency in use of computer applications, including client case management software, MS Office and MS Outlook an asset.
5. Previous experience in a Customer Service environment.
6. An understanding of City of Toronto parking regulations.

SKILLS:

1. Excellent oral and written communication skills, sound judgment, conflict resolution, problem solving and negotiating skills, able to deal with the public/staff in a courteous and tactful manner.
2. Excellent interpersonal skills with the ability to establish and maintain good working relationships.
3. Demonstrated initiative and able to work independently with minimum supervision.
4. Able to work under time constraints in a fast-paced environment.