Customer Service Ambassador
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
ABOUT US
Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.
Reporting to the Supervisor Corporate Contact Centre 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.
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.
- 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.
- Identifies and reports all escalated customer issues to management.
- 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.
- Carries route maps and schedules on a regular basis and distributes materials to customers in-person when on location as needed.
- 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.
- Assists marketing staff at public information sessions delegation visits and other community events 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.
- Valid Ontario Class G drivers license free and clear of offences under the Highway Traffic Act and reliable vehicle to use on corporate business.
Key Skills
About Company
The Regional Municipality of York stretches north from Toronto to Lake Simcoe and includes many hectares of protected Greenbelt. York Region’s diversity is evident in our nine local municipalities, geography, economic development and population. York Region provides residents and bu ... View more
