Customer Service Manager

2 weeks ago

Montréal, Canada VIA HFR - VIA TGF Inc. Full time

**Job Requirements
**Did you know that VIA Rail's mission is “Passenger First”? Yes We continually work on improving our services and redefining VIA Rail to provide our passengers with the most enjoyable travel experience and to find better ways to connect Canadian communities.

To achieve our goal, we are looking for an experienced Customer Experience Manager. Someone who will be able to oversee, mentor and develop a team of employees providing a wide range of customer service activities at our Toronto station. As a Customer Experience manager, you will play a key role at Union Station where you will be overseeing day to day employee activities, staffing levels, on time departures, handling emergency responses, customer issues and platform management, as well as maintaining ongoing external shareholder relationships.

Interested in providing the best service in one of the busiest stations in Canada with an experienced and dedicated team? Look at our offer below

**What are the main responsibilities of the position?**
- Monitors and supervises station activities to ensure quality customer service is delivered consistently and that operating requirements are performed in a safe, timely and responsive manner.
- Works in collaboration with the On-Train Services team at Toronto Union Station to assist with the operational activities.
- Lead a team of customer service agents, including all the tasks related to the team’s management: recruitment, training, scheduling, financial performance, staffing levels,etc.
- Champions issues related to the Canada Labour Code, Health and Safety, disability files and internal complaint process.
- Ensures that all Federal, Provincial and safety regulations are adhered to, and updated, as required.
- Acts as VIA Rail’s key representative for the Union Station revitalization construction project.
- Identifies safety training needs and provides coaching and supervision on compliance to internal and external safety requirements.
- Investigates customer feedback and survey results to identify opportunities for improvement and correct deficiencies in products and services.
- Manages projects and monitors outcome for quality and alignment with stated project objectives.
- Is the main point of contact for the H.Q. Employee Relations group on all labour relations matters involving off-train and on-train employees, including grievances, arbitrations and negotiations.
- Participates in the Central Region Duty Officer rotation schedule. May be required to attend the scene of derailments, accidents and incidents, coordinating all VIA Rail activities to minimize the impact on customers and employees.

**Work Experience
**What qualities and experience are we looking for?**
- University / College education in management or other related field of study.
- Minimum of five years’ experience in a supervisory role in the customer service environment, preferably in a unionized environment.
- Solid knowledge of customer services, and Health & Safety laws and regulations.
- Experience dealing with collective agreements and labour relations issues.
- Capacity to lead a team with integrity and respect for corporate conduct and safety standards.
- Bilingualism in English and in French.
- Strong verbal and written communication skills
- Problem-solving aptitudes and organizational skills
- Flexibility and availability to travel and work shifts including weekends and holidays. The position requires to travel approximately 35% of the time.

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