Customer Service Coordinator

1 month ago

Point Edward, Canada The Federal Bridge Corporation Limited Full time

The Federal Bridge Corporation Limited (FBCL) is a Crown corporation responsible for overseeing the Canadian federal interests in four international bridge crossings between Canada and the United States. Its mandate is to provide the highest level of stewardship so that the international bridges and associated structures are safe and efficient for users. FBCL owns, manages and operates international bridges and associated structures in Sault Ste. Marie, Point Edward, Lansdowne (Thousand Islands) and Cornwall, Ontario.
The Customer Service Coordinator reports to the Bridge Director, Point Edward Office and is responsible for a variety of customer service supports of a confidential, complex and routine nature, communicating effectively, as assigned, with Connexion customers, with external stakeholders and within the corporation while working in collaboration with other members of the FBCL team in all departments.

**Responsibilities**:
FBCL Customer Service Support 85%
- Provide administrative supports as needed for the toll collection system including but not limited to customer inquiry management, system utilization/success, issue tags, troubleshooting system, reports, and other correspondence
- Communicate verbally or in writing, on behalf of the Bridge Director, related to the toll collection system
- Regular communication and troubleshooting the toll collection system with the Michigan Department of Transportation, Sault Ste. Marie International Bridge and Operations personnel at Blue Water Bridge
- Coordinate and track workflows, projects, and action items/decisions, to ensure that paperwork and follow-up is timely and complete for the Toll Collection System
- Primary responsibility for triaging Toll Collection System requests and customer lead toll disputes by taking independent action to determine the course of action, with appropriate delegation and judgment
- Provide daily updates of traffic and other data to flow through to PowerBI metrics reporting.
- Responsible to recommend, as appropriate, various elements or tools to improve the functional and administrative aspects of the toll collection system
- This position may be required to work modified hours to support the toll collection system
- Other duties within the scope, spirit and purpose of the job

Operational Supports 10%
- Secondary responsibility for maintaining inventory levels of office supplies; initiate purchase orders as necessary
- Secondary responsibility to ensure operation of equipment including photocopier, shredder and coordination for repairs
- Secondary responsibility to ensure all equipment related to teleconference and videoconference is in proper working order; troubleshoot with IT and resolve issues when needed
- Secondary responsibility to maintain all meeting rooms and common areas (kitchen/dishwasher) in clean and organized condition
- Track toll collection system related incoming mail and distribute accordingly; prepare outgoing mail, including shipments via Purolator and Quick Messenger
- Provide coverage of essential administrative functions normally performed by other team members in their absence

Uniform Management 5%
- Manages and maintains efficient procurement and inventory management processes for FBCL — supplied uniforms
- Consults with People Leaders regarding uniform requirements and preferences
- Liaises with supplier(s) to ensure products are readily available and that quality standards are maintained
- Addresses complaints or issues identified by staff with suppliers
- Adheres to applicable FBCL policies and procedures and recommends changes to improve the program as appropriate

Essential Qualifications
- Post secondary schooling in a related field is an asset
- Minimum of two years prior office experience is required
- Bilingualism (French and English) is an asset
- Prior experience using toll collection system back office software is an asset
- Demonstrated experience in customer service is required
- Strong customer service communication skills and de-escalation techniques are required
- Superior verbal and written communications skills required
- Demonstrated ability to generate and manipulate reports using report software
- Demonstrated expert level competence using computer systems and software such as MSOffice Suite, Adobe, GCDocs, SendGrid and JIRA
- Ability to work with mínimal supervision with demonstrated decision making and problem solving skills is required
- Ability to multi-task and manage a diverse mix of issues, responsibilities and challenges is required
- Demonstrated ability to be a self starter, taking initiative regularly to maintain and support the system appropriately in FBCL’s best interest
- Ability to handle inquiries, requests and/or complaints from all stakeholders and individuals, both in writing and verbally, with respect, courtesy, and in a helpful manner is required
- Strong ethical standards and the ability to be discrete in the handling of confidential and privile

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