Dats Community Relations Agent - Edmonton, Canada - City of Edmonton

City of Edmonton

Verified Company

Edmonton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Number:48833**DATS (Dedicated Accessible Transit Service), the Paratransit Section of Edmonton Transit Service (ETS), is currently looking for a DATS Community Relations Agent to assist with delivering door-to-door public transportation.

Reporting to the Team Lead, Community Relations, this position is accountable for receiving and documenting all incoming information related to commendations and complaints.

This position is also responsible for providing general information related to DATS' service standards and for documenting, processing and resolving commendations and complaints and/or escalating them to the Team Lead for follow-up and resolution.

With a focus on the City of Edmonton's Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent service, you will:

Provide information related to DATS service standards
Answer or retrieve messages from the commendations and complaints line related to DATS
Confirm and update clientrelated information in the Trapeze system
Document all information related to a commendation or complaint received from a client, or operator in the Trapeze system

Conduct initial investigation activities by collecting detailed information, reviewing the issue, and performing checks on the information provided

Resolve issues, or forward them to the appropriate supervisor for followup
Work with the teams within DATS to resolve client issues, including safety issues
Send correspondence to clients related to commendations and complaints
Provide administrative support to Community Relations' stakeholder engagement activities
Other related duties as required

Qualifications:

Minimum two (2) years of diversified experience in general office practices with emphasis on providing customer information through telephone service
Experience in client service/call centre environment
Experience working with seniors and people with disabilities
Knowledge of City of Edmonton area
Proficiency in Google Applications and MS Suite
Demonstrated ability to provide excellent customer service in a fastpaced environment
Excellent time management and telephone skills are required
Exceptionally strong communication (written and verbal), customer service, interpersonal and decision making skills and the ability to establish and maintain effective working relationships in a multidisciplinary team environment
Exceptionally strong problem solving and conflict management skills are required
Demonstrated ability to produce accurate work in a time sensitive environment
Demonstrated ability to achieve results in the context of a respectful, inclusive and serviceminded style
Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement
Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City's Cultural Commitments, please visit
Demonstrate the foundational competencies, key behaviours and attributes of the City's six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City's leadership competencies, please visit
Applicants may be tested

Assets:

Completion of a Call Centre Training Program
Knowledge of Edmonton Transit Service (ETS)

_ Up to 1 permanent part-time position_

Salary:
$ $ Hourly); $41, $51, Annually)

Talent Acquisition Consultant:
SL/MZ

Classification Title:
Clerk II

Posting Date:
Feb 12, 2024

Closing Date:
Feb 19, :59:00 PM (MST)

Number of Openings (up to): - Permanent Part-time

Union:
CSU 52

Department:
Edmonton Transit Service

Work Location(s): Percy Wickman Garage (DATS), St Edmonton T6E 2X3