Customer Care Centre 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:48835****_
Do you take pride in your work? Do you enjoy conversing with the public?_**
_Make a difference to the citizens of Edmonton_
We are looking for a Customer Service Champion to assist with booking door-to-door public transportation.

DATS (Dedicated Accessible Transit Service) Customer Care Centre Agents deliver quality information and services to the City of Edmonton citizens and DATS registrants in a timely, concise and courteous manner.

This involves trip booking, registration, commendation and concerns, and providing information about DATS policy and procedures to customers.

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

Ensure client satisfaction by processing trip requests electronically from DATS clients including receiving, processing and recording booking information, trip requests and cancellations via telephone, fax and telecommunications device
Initiate first call resolution including problem solving by clarifying and assessing client needs
Act as a positive and professional liaison by assisting with DATS registration and community relations
Ensure client contentment by providing accurate policy and procedural information and assisting with trip planning
Perform other related duties as required

Qualifications:

Minimum of two (2) years of diversified administrative experience, including providing customer information through telephone service
Knowledge of City of Edmonton area
Ability to work independently and professionally within a team environment
Familiarity with applicable computer software, such as Google Workspace (Gmail, Calendar, etc) and the ability to learn and adapt to evolving technology
Demonstrated ability to provide excellent customer service in a fast paced environment
Excellent time management and telephone skills
Exceptionally strong communication (written and verbal), interpersonal and decision making skills and the ability to establish and maintain effective working relationships in a multidisciplinary team environment
Strong organization, conflict management and prioritization skills
Demonstrated ability to produce accurate work in a high volume, time sensitive environment
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:

Call centre experience
Training or coursework related to Call Centre certification
Familiarity with Trapeze (Scheduling and trip booking software)
Knowledge of DATS services or paratransit
Knowledge of Edmonton Transit Service (ETS)

_ Up to 1 temporary part-time position for up to 11 months_
The weekly hours of work for this position are currently under review and may change at a future time.

Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

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

Talent Acquisition Consultant:
SL/MZ

Classification Title:
Clerk II

Posting Date:
Feb 13, 2024

Closing Date:
Feb 20, :59:00 PM (MST)

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

Union:
CSU 52

Department:
Edmonton Transit Service

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