Dats Booking Agent

2 months ago


Edmonton, Canada City of Edmonton Full time

**Job Number**:50888**

**_
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.

**What will you do?**
- 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

**Assets**:

- Call centre experience
- Training or coursework related to Call Centre certification
- Knowledge of Edmonton Transit Service (ETS), DATS services or paratransit
- Familiarity with applicable computer software, such as Trapeze (Scheduling and trip booking software), Google Workspace (Gmail, Calendar, etc) and the ability to learn and adapt to evolving technology

**Skills required for success**:

- 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
- Ability to work independently and professionally within a team environment
- Demonstrated ability to produce accurate work in a high volume, time sensitive environment
- Strong organization, conflict management and prioritization skills
- Embracing a culture of equity, diversity, reconciliation and inclusion

**Conditions of Employment**:

- 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.
- Applicants may be tested

**Work Environment**:

- This role requires work on Weekends, Statutory Holidays and availability to work shifts (7:00 a.m. to 7:00 p.m.)
- 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.
- Up to 1 temporary part-time position for up to up to 18 months in accordance with Article 18.02 of the Collective Agreement_

**Hours of Work**: Up to 20 hours per week

**Salary**: $25.172 - $31.257 (Hourly); $44,346.770 - $55,067.020 (Annually)

**Talent Acquisition Consultant**: SL/MZ

**Classification Title**: Clerk II

**Posting Date**: Nov 14, 2024

**Closing Date**: Nov 21, 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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