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Dats Community Relations Agent
3 months ago
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
- 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
