Customer Service Ambassador - Vaughan, Canada - York Region

York Region
York Region
Verified Company
Vaughan, Canada

1 month ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Status

  • Temporary Part-Time


  • Temporary

  • Approximate length of assignment, in months
Type of Position
- a Replacement

  • Start Date
  • Immediate
  • Salary
  • Per hour
  • Salary
Grade
- $ $36.4
  • Department
  • York Region > Public Works > SustainabilityComm&Innovation
  • Location
  • Smart VMC Bus Terminal 170 Millway Avenue
  • Vaughan, ON L4K 5K8 CA (Primary)
  • Job Description (E)

POSITION PURPOSE


Reporting to the Supervisor, Customer Service, is responsible for providing in-person customer service at various transit locations/facilities and on transit vehicles; providing customer assistance, including responding to questions, resolving issues, education the public on transit services, distributing information and materials, and documenting customer feedback in the Customer Relationship Management (CRM) system, with the overall goal of responding to customers at the First Contact.


MAJOR RESPONSIBILITIES

  • Provides inperson customer service while travelling bus routes and at transit facilities located throughout the Region and at some Toronto locations; responds in person to conventional and bus rapid transit inquiries from customers and/or prospective customers.
  • Uses trip information planner and other technology to provide customers with realtime information.
  • Selects and offers the best solution to assist customers with their inquiries.
  • Receives and records all customer complaints, service requests, suggestions and feedback using the Customer Relationship Management (CRM) system; ensures associated details are recorded accurately and forwarded to the appropriate transit section for further action.
  • Completes appropriate documentation/report for Incidents/Accidents and forwards to appropriate staff.
  • Ensures communication materials, including route maps, schedules and posters, are current and available at all transit and supporting facilities, including shelters, stops, terminals, municipal offices, schools, and onboard buses.
  • Carries route maps and schedules on a regular basis and distributes materials to customers, inperson when on location, as needed.
  • Responds to inquiries and resolves concerns, as appropriate.
  • Promotes transit services by representing YRT/Viva at community events, including school orientations, festivals and fairs.
  • Provides backup to Customer Service Representatives in call centre, as required

QUALIFICATIONS

  • Successful completion of a College diploma in Business Administration, Communication or a related field, or approved equivalent combination of education and experience.
  • Minimum two (2) years demonstrated experience in a customer service environment, providing proactive, inperson customer service to the general public.
  • Demonstrated ability to work independently with mínimal supervision and make sound business decisions, good judgment and discretion that show customer focus.
  • Demonstrated ability to work under pressure and handle stressful situations, ensuring composure is maintained and customers are handled in accordance with workplace principles and practices.
  • Demonstrated ability to deescalate and diffuse difficult situations.
  • Demonstrated knowledge of complaint and conflict resolution techniques.
  • Valid Ontario Class "G" driver's license, free and clear of offences under the Highway Traffic Act, and reliable vehicle to use on corporate business.
  • Council Approval Date
  • Scheduled Weekly Hours
  • 1 Scheduled Shifts
  • Thurs and Fri: 7:00 13:00 Sat: 10:00 18:00
  • Operational Hours
  • Close Date
  • June 5, 2024
- # of Hires Needed

Union

  • CUPE 905 York Region
- .

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.
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