Customer Service Representative

Regional Municipality of Wood Buffalo; Fort McMurray; On-site; CAD 58,000 - 68,000; Full time

Job summary

Regional Municipality of Wood Buffalo in Fort McMurray is seeking a Customer Service Representative for Municipal Transit. You will handle inbound/outbound inquiries, document issues, and distribute transit information to outlets, contributing to service quality.

The role requires a high school diploma, strong communication, and experience in customer service; transit knowledge is a plus. This is a permanent full-time position in Public Works, Transportation Services, with a Monday–Friday

Qualifications

• High school diploma or GED required.
• Experience in transit/ transportation is an asset.
• Criminal Record Check submission required.

Responsibilities

• Receives, documents, researches, responds, and provides accurate transit customer service as it relates to issues, complaints, or inquiries.
• Reviews time cards for unionized employees to ensure accuracy.
• Liaises with transit supervisors and managers on escalated situations.
• Assists with upkeep of transit information.
• Distributes transit materials to outlets and on-board vehicles.
• Coordinates public information displays and represents transit customer service at events.
• Assists in conducting customer service satisfaction surveys.
• Performs general transit marketing duties such as letter writing and ticket disbursements.
• Performs other duties as assigned.

Skills

Communication skills

Customer service training

MS Office

Data entry

Deadline management

Municipal operations knowledge

Customer service experience

Education

High school diploma or GED

Job description

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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

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.