Customer Service Officer, Parking & Amenities

Metrolinxis connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express as well as the PRESTO fare payment system. We are also building new and improved rapid transit including GO Expansion Light Rail Transit routes and major expansions to Torontos subway system to get people where they need to go better faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx equity diversity and inclusion are essential to living our values of serving with passion thinking forward and playing as a team.

Under the supervision of the Retail Manager The Customer Service Officer is responsible for the day to day operations of various customer facing programs provides administrative support services and liaises with and provides value-added customer service to Metrolinx internal and external customers.

What will I be doing:

• Administers the Reserved Parking Programs Carpool Parking Program and Student I.D. Program in accordance with the prevailing policies guidelines terms and conditions.
• Prepares and executes the Reserved and Carpool Parking billing and payment process maintains billing and payment records monitors outstanding payments and responds to matters involving payment defaults to ensure accurate payment (e.g. obtaining current credit card information).
• Liaises with customers and staff at all levels to clarify terms & conditions and process all applications cancellations and transfers related to the Reserved and Carpool Parking Agreements; addresses related enquiries made by customers and staff.
• Coordinates and reports on the assignment and changes to allocated parking spaces to Regional Supervisors and maintains electronic records associated with the Reserved Parking and Carpool Parking Programs; liaises with Transit Safety and Compliance Services to address illegal parking and other illegal activities associated with the Reserved and Carpool Parking Programs.
• Plans and coordinates administrative requirements (e.g. parking contract amendments revised parking space assignments station signage for parking changes) resulting from program related actions such as Reserved Parking price increases and relocations due to construction and Carpool Parking expansions.
• Under supervision of the manager provides training and on-boarding for new and existing post-secondary institutions for GO Transits electronic Student I.D. application to promote the program and to provide detailed instruction for institutions to manage the application process.
• Provides required support to post-secondary institutions participating in the Student I.D. Programs to ensure registrations are completed accurately and associated records (electronic and physical) are properly maintained and updated.
• Receives reviews and resolves all customer complaints related to the Reserved Parking Carpool Parking and Student I.D. Programs.
• Prepares reports specific to the Reserved Parking Carpool Parking and Student I.D. Programs and provides insights to verify and ensure accuracy of parking allocation drawings and related corporate records.
• Monitors the public sections of the GO Transit web-site related to the Reserved Parking Carpool Parking and Student I.D. Programs and works with IT and other stakeholders to provide information and to ensure the accuracy and timely update of the web-site as required.
• Identifies required changes and upgrades to the program specific systems related to the position and submits the work request with IT upon receiving approval from the manager to get them developed and implemented.
• Under supervision of the manager participates in reviews of the Reserved Parking Carpool Parking and Student I.D. Programs and provides input and expertise to identify efficiencies changes and enhancements that improve the customer experience.
• Tracks and reviews all property maintenance requests from Metrolinx staff at Head Office (97 Front Street West) and collaborates with SOC Plant Staff and third party service providers to define the required actions including the submission of all Work Orders.
• Reviews and updates relevant desk-procedures related to core activities of the position on a regular basis.
• Performs administrative tasks and assists with procedural updates and reminders to staff as required.

What Skills and Qualifications Do I Need

• High School Diploma and demonstrated level of reading writing and learning skills normally attained through completion of high school.
• Superior working knowledge of spreadsheets payment processing and data base applications.
• Demonstrated years of experience dealing with the public providing solid experience in customer relations and skills in:
• Interpersonal oral and written communications
• Working in a team environment.
• Establishing professional customer service relationships with internal and external customers partners and service providers.
• Standard Office computer applications such as word processing spreadsheet and data base administration .
• Organizing and coordinating skills
• Must have valid Ontario Class G drivers license and be able to meet corporate standards for a good driving record in order to obtain a GO Transit Operators permit.
• Demonstrated ability to exercise sound judgment by applying corporate policies procedures collective agreements and established guidelines to deliver high-quality customer service and resolve complex customer issues in a professional and timely manner.
• Strong analytical and problem-solving skills with the ability to organize daily work activities manage competing priorities and recommend improvements or modifications to program systems and processes to enhance service delivery.
• Proven experience contributing to departmental planning and policy development by providing informed recommendations based on periodic reviews stakeholder feedback and a thorough understanding of customer needs concerns and operational requirements.
• Ability to understand the organizational impact of decisions including the consequences of errors in judgment with a strong focus on accuracy accountability customer satisfaction and protection of corporate reputation and revenue.
• Demonstrated discretion and professionalism in handling sensitive and confidential information with an understanding of privacy requirements and the importance of maintaining confidentiality in a customer-focused environment.

Working Conditions:

Station Operations Office work hours due to need of interacting with the public during peak commuter periods. Consistent degree of alertness and concentration to correctly assign cancel and transfer Reserved Parking spaces assigned to customers and ensure accurate billing and reconciliations in a timely manner.

Dont Meet Every Requirement

If youre excited about working with Metrolinx but your past experience doesnt quite align with every qualification of this posting we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities including those who identify as Indigenous Black racialized women people with disabilities and people with diverse gender identities expressions and sexual orientations.

Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process please let our Recruitment team know by contacting us at: or email@.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence we recommend that you check your email regularly. If no response is received we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants with the recent implementation of the Internal Mobility Policy the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of thepolicybefore submitting your application.

Should it be determined that any background information provided be misleading inaccurate or incorrect Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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