Customer Care Centre Agent

3 weeks ago

Edmonton, Canada City of Edmonton Full time

**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 edmonton.ca/our-culture
- 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 edmonton.ca/our-culture
- 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**: $23.664 - $29.385 (Hourly); $41,690.050 - $51,769.020 (Annually)

**Talent Acquisition Consultant**: SL/MZ

**Classification Title**: Clerk II

**Posting Date**: Feb 13, 2024

**Closing Date**: Feb 20, 2024 11:59:00 PM (MST)

**Number of Openings (up to)**: 1 - Temporary Part-time

**Union**: CSU 52

**Department**: Edmonton Transit Service

**Work Location(s)**: Percy Wickman Garage (DATS), 5610 - 86 St Edmonton T6E 2X3

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