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Transit Service Customer Support Specialist

3 months ago

Hamilton, Ontario, Canada City of Hamilton Full time

POSITION OVERVIEW

Under the direction of the Supervisor, the Customer Engagement Representative plays a crucial role in providing outstanding service to the public. This position is tasked with offering information and guidance to both prospective and current users of specialized and standard Transit programs, policies, and services. Additionally, the representative is responsible for maintaining accurate customer records, responding to inquiries, and facilitating outreach initiatives aimed at educating diverse audiences about available Transit services.

KEY RESPONSIBILITIES

- Deliver comprehensive information and orientation to program applicants and existing customers through various communication channels (telephone, email, fax, and in-person) regarding Transit services and policies.

- Ensure prompt, courteous, and precise responses to inquiries related to Transit operations and procedures.

- Conduct initial assessments of submitted forms and documentation to verify completeness and accuracy.

- Utilize digital tools and software for passenger registration and data management.

- Generate customized reports by synthesizing data from multiple sources to fulfill departmental requirements.

- Log and manage communications from the public, management, elected officials, and external agencies in the designated database.

- Investigate and resolve customer feedback by accessing both manual and electronic resources to provide accurate information.

- Participate in community outreach initiatives, including representing the organization at educational events and fairs, targeting a wide range of audiences such as students, seniors, individuals with disabilities, and newcomers.

- Assist in conducting customer research, including surveys and field studies, adhering to established guidelines for data collection.

- Collect and document customer feedback regarding Transit services using standardized templates.

- Support the Supervisor in training new and temporary staff on established procedures and departmental policies.

- Perform additional duties as assigned that align with the primary responsibilities of the role, including collaboration with other customer service units within Transit.

REQUIRED QUALIFICATIONS

  • Proven experience in a customer service role, typically gained through a combination of education and relevant work experience.
  • Familiarity with accessibility issues and transit services is advantageous.
  • Exceptional customer service skills, demonstrating professionalism and tact in interactions with applicants, passengers, and officials.
  • Knowledge of privacy legislation and regulations governing personal information.
  • Strong empathy and understanding of the needs of diverse populations, including individuals with disabilities, youth, newcomers, and seniors.
  • Excellent verbal, listening, and written communication skills, with the ability to analyze data effectively.
  • Experience in a digital work environment, proficient in Microsoft Office Suite (Word, Excel, Outlook) and database management. Ability to compile and analyze data from various sources is essential.
  • Ability to adapt to changing priorities and manage tasks effectively.

ADDITIONAL NOTES

  • Must be capable of lifting items up to 25 lbs as needed for outreach activities.
  • Availability to work outside standard hours, including evenings and weekends, depending on outreach needs.
  • A valid Class 'G' Driver's License in the Province of Ontario is required.

COMPLIANCE

The incumbent is expected to adhere to all health and safety policies and practices relevant to this position and the workplace.

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