Customer Service Ambassador
Customer Service Ambassador
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Job Description
WHAT YOULL BE DOING
Provides in-person 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 real-time information.
Selects and offers the best solution to assist customers with their inquiries.
Provides customer service and directs customers as required during terminal/station construction.
Provides outreach information and customer education to customers related to fare policies fare machines PRESTO fare card mobile apps and transit enforcement; provides information and instructions on the use of fare equipment.
Receives and records all customer complaints service requests suggestions and feedback using the 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 on-board buses.
Responds to inquiries and resolves concerns as appropriate.
Ensures that services provided meet Regional customer service standards.
Promotes transit services by representing YRT/Viva at community events including school orientations festivals and fairs.
Provides back-up to Customer Service Representatives in call centre as required.
Performs other related duties as assigned.
WHAT WERE LOOKING FOR
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 pro-active in-person customer service to the general public.
Demonstrated ability to work independently with minimal 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 de-escalate and diffuse difficult situations.
Demonstrated knowledge of complaint and conflict resolution techniques.
General knowledge of services provided by York Region Transit.
Demonstrated ability in the Regions core competencies.
Excellent interpersonal verbal and written communication skills to resolve customer issues conflicts and complaints both in person and by telephone.
Valid Ontario Class G drivers license free and clear of offences under the Highway Traffic Act and reliable vehicle to use on corporate business.
Strong ability to develop relationships and work in a welcoming and inclusive environment where diversity is celebrated and where everyone can develop to their full potential.
Ability to work outside normal business hours as required.
Ability to work in adverse weather conditions including to physically withstanding long periods of standing walking and working outside.
Ability to work shifts weekends and holidays as required.
Employment Type
Full Time
