Customer Service Coordinator

2 months ago

Brampton, Canada City of Brampton Full time

**Job Description**:
**JOB TITLE**:Coordinator, Customer Service

**DEPARTMENT**:Transit

**POSTING NUMBER**:106379

**NUMBER OF POSITIONS**:1

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35 hour workweek

**LOCATION**:Hybrid Model*- when working onsite, you will report to the location of Brampton Transit Clark Blvd.

**SALARY GRADE**:4

**HIRING SALARY RANGE**:$76,866.00 - $86,474.00 per annum

**MAXIMUM OF SALARY RANGE**:$96,082.00 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:October 2, 2024

**CLOSING DATE: October 11, 2024**

**AREA OF RESPONSIBILITY**:
**OPERATION SUPPORT**
- Responsible for background research and analysis on specific issues and customer service trends and makes recommendations on resolution and handling.
- Create work schedules and associated timekeeping based on demand, ensuring compliance with the Employment Standards Act and the Collective Agreement.
- Assist with call monitoring, evaluation and coaching to ensure proper standards of performance are maintained.
- Provide input into performance and disciplinary handling.
- Investigate and responds to escalated public complaints.
- Provide training to staff and ensure they possess knowledge in policy and practice guidelines.
- Demonstrate sound knowledge of Presto systems and processes and provide analysis to customers.
- Provide after-hours support to assist with the communication of service alerts.
- Handle confidential and sensitive information and escalates issues, as required.

**CUSTOMER SERVICE**
- Act as a key source of contact and provide guidance, advice and support to ensure coordination meets Contact Centre quality component standards and corporate service standards.
- Respond and handle escalated customer enquiries; prioritize requests and escalate for resolution as required to meet corporate service standards.
- Build and maintain a relationship with cross-functional departments, team, management and externally, to foster and support coordination while carrying out accountabilities.
- Uses knowledge and insights gained in working with customers to determine trends and respond to internal customer service inquiries.

**COMMUNICATION AND REPORTING**
- Prepare standard correspondence, reports, presentations, statistical reporting, data and other relevant materials as required accurately by established timelines.
- Utilize transit-specific software (Hastus and Infor) to generate and track customer inquiries.
- Review, analyze and advise on customer financial transaction histories using external software (Presto) and uses judgement and independence to determine courtesy reimbursements.
- Ensure effective communication between Operations Control Centre and Customer Service staff.
- Maintain up-to-date files, documentation and correspondence using the corporate filing system and ensure necessary sign-offs and approvals meet policies and confidentiality.
- Act as first level support to section to ensure service updates and responses are efficient and effective.
- Establish quality control standards and measures and provides measure/trends for improved customer service handling.

**CORPORATE CONTRIBUTION**
- Conduct research using internal and external resources to gain insight of current programs, processes and practices to assist management in ways to support operational needs.
- Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).

**BUDGET SUPPORT**
- Use of effective resource and expense management at all times to meet corporate policies and guidelines.

**TEAMWORK AND COOPERATION**
- Assist in special projects as required.
- Work well within diverse groups to support operational goals and objectives.
- Demonstrate corporate values at all times.
- Participate as a member of cross-functional team.
- Provide support/backup as necessary.

**SELECTION CRITERIA**:
***

**EDUCATION**:

- Post-secondary certificate in Business/Office Administration or equivalent or related experience/training.

**REQUIRED EXPERIENCE**:

- 3-5 years front-line customer service experience.
- Knowledge of Transit Operations is an asset.
- Supervisory experience in a unionized environment is an asset.

**OTHER SKILLS AND ASSETS**:

- Knowledge of Municipal, Regional, Provincial and Federal Governments and applicable Legislations is an asset
- Ability to identify business needs, initiate and coordinate project resource requests.
- Superior customer service and telephone communication skills including good etiquette, voice quality, articulation and listening skills.
- Solid organizational skills; detail oriented, and able to coordinate and multi-task to accomplish a variety of tasks and activities meeting conflicting priorities and timelines.
- Analytical skills for complex problem solving.
- Computer proficiency in Microsoft office/software.

**LI - AV**
- **_Various tests and/or exams may be administered as part of t

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