Customer Service Representative

Regional Municipality of Wood Buffalo; Fort McMurray; On-site; CAD 100,000 - 116,000; Full time

Job summary

The Regional Municipality of Wood Buffalo is seeking a dedicated Customer Service Representative for Municipal Transit in Fort McMurray. You will handle inbound calls, assist with inquiries and complaints, and distribute transit information to outlets and the public.

You will work under supervision, providing courteous service and maintaining accurate records, with a focus on timely responses and professional interactions in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Experience in a transit/ transportation industry would be an asset.

Responsibilities

• Receives, documents, researches, responds, and provides accurate transit customer service as it relates to transit service issues, complaints, or inquiries in a courteous and professional manner following the procedure for inquiry escalation.
• Reviews time cards for unionized employees to ensure accuracy.
• Liaises with transit supervisors and managers on escalated response situations.
• Assists with upkeep of transit information.
• Distributes transit information materials to outlets such as maps, schedules, and fare information.
• Distributes materials and flyers on-board transit fleet and at bus shelters.
• Coordinates public information displays and represents transit customer service at events.
• Assists in conducting customer service satisfaction surveys for internal units and external customers.
• Performs duties like faxing, typing letters, and general transit marketing procedures.
• Performs other duties as assigned.

Skills

Communication skills

Customer service

MS Office

Data entry

Deadlines

Municipal knowledge

Customer relations

Education

High school diploma or GED

Transit industry experience asset

Tools

Word

Excel

PowerPoint

Outlook

Job description

Requisition ID: 4670

Affiliation: CUPE Transit

Position Type: Permanent Full Time

Number of Openings: 1

Bi-weekly Working Hours: 80 hours bi-weekly

Shift/Work Schedule: Monday - Friday

Department/ Branch: Public Works , Transportation Services

Job Location: Fort McMurray

Transit Start Rate: $42.16

Transit Permanent Rate: $49.60 (Permanent rate effective after completion of probation)

COLA: Bi-Weekly - $480

Posted (dd/mm/yyyy): 24/10/2026

Closing Date (dd/mm/yyyy): 08/11/2026

Posting Type: Internal and External

We strive to make our hiring process accessible to all candidates. If you require accommodation for the interview or any other part of the application process, please let us know.

ABOUT THE DEPARTMENT

The Regional Municipality of Wood Buffalo (RMWB) is looking for passionate, skilled and forward-thinking individuals to join our Public Works Department — a team that keeps our region running smoothly every day.

From road maintenance and fleet management to park enhancements and snow clearing, our Public Works team plays a critical role in daily life across the region. We’re seeking a hands-on professional who is committed to public service, enjoys meaningful work and excels in fast-paced environments.

If you take pride in seeing your work in action and want to contribute to a team that powers the municipality—this is your place.

GENERAL DESCRIPTION

Under supervision of the Dispatch and Customer Service Supervisor, Municipal Transit, the Customer Service Representative will deal with a wide variety of transit customer service related inquiries, including inbound phone calls, calls escalated from the communications centre, and other internal departments.

Municipal Transit is a direct customer based service provider in which customer inquiries and complaints require further action and personalized responses in a timely manner. With an ever- increasing number of services, facilities, employees and ridership, the management of customer inquiries and complaints is of utmost importance.

The Customer Service Representative will also oversee the distribution and dissemination of transit customer service information to external outlets such as ticket retailers, libraries, etc.

RESPONSIBILITIES

• Receives, documents, researches, responds, and provides accurate transit customer service as it relates to transit service issues, complaints, or inquiries in a courteous and professional manner following the procedure for inquiry escalation. Inquiries may come from passengers, elected officials, and/or the public and responses may require immediate response to inbound phone calls, verbal call-backs or written responses.
• Reviews time cards for unionized employees to ensure accuracy.
• Liaises with transit supervisors and managers on escalated response situations.
• Assists with upkeep of transit information.
• Arranges for the regular distribution of transit customer service materials including maps, schedules, and fare information to all transit outlets.
• Arranges for the regular distribution of transit customer service materials and flyers on-board transit fleet, bus shelters, including Conventional Transit (fixed route), and Specialized Transit.
• Coordinates public information displays and represents transit customer service interests in a professional manner at trade shows, university/college orientations, transit service launches, and other internal & external events.
• Assists in conducting customer service satisfaction surveys for internal business units and/or service marketing with external customers.
• Undertakes responsibilities such as faxing, typing customer response letters, and general transit marketing procedures such as authorizing ticket disbursements for non-profit agencies.
• Performs other duties as assigned.

QUALIFICATIONS

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent written and oral communication skills.
• Knowledge and training in customer service.
• Proficient in use of information-based technology and software including Word, Windows, Excel, PowerPoint, Outlook and internet/intranet software.
• Ability to enter and maintain data accurately.
• Ability to meet deadlines.
• Demonstrated knowledge of Municipal operations, business unit functions and procedures.
• Proven customer service skills through work or community involvement.
• Willing to assist in a professional, friendly and efficient manner.

EDUCATION AND EXPERIENCE

• High school diploma or GED equivalent is required.
• Experience in a transit / transportation industry would be considered an asset.

OTHER REQUIREMENTS

• Submission of a Criminal Record Check.

SAFETY

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible for understanding and actively participating in the RMWB’s health and safety management system, including all policies, practices, procedures, as well as properly utilizing all control measures including the required use of personal protective equipment. All employees must take reasonable care to protect the health and safety of themselves and others, as well as immediately report any concerns, near misses, incidents, and hazardous conditions to their supervisor.