Passenger Relations Associate

1 month ago


Kingston, Canada City of Kingston Full time $28 - $34
Job Title

Passenger Relations Associate - (Up to 15 months)

Job Number

J1224-0001

Job Code

09B266

Job Category

Transportation

Department

Transportation & Transit Services

Location:

Transit

Bargaining Unit

CUPE

Job Type

Temporary

Employment Type

Addition

Number Of Positions

1

Contract Duration

Up to 15 months

Hours Of Work

0 to 24 hrs/wk

Salary

$27.64 - $33.83/Hour

Date Posted

December 13, 2024

Closing Date

January 5, 2025

Opening Statement

The City of Kingston is grateful to experience the traditional territories of Anishinabek (Ah-nish-nah-beg), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen·dat). Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government.At the City of Kingston, we believe that diversity and inclusion are essential elements of a thriving workplace. We value the unique perspectives and experiences that each individual brings to our team. As we continue to grow, we are dedicated to creating an environment where all employees feel welcomed, respected, and empowered to contribute their best work. The City of Kingston views diversity as its strength and we encourage applications from individuals of all backgrounds, including those from underrepresented communities.As staff, you play a pivotal role in enhancing people's lives by delivering exceptional, customer-centered services of the highest quality. Within our highly ethical environment, you'll embrace accountability by consistently going above and beyond, actively listening to our customers, creatively addressing their needs, and maintaining unwavering respect for all individuals you serve. As a result, you'll become an integral part of our qualified and dynamic team, recognized for its compassion, excellence, integrity, inclusivity, and adaptability.

Position Summary

To provide front-line customer service functions to support passengers and enhance the delivery of Kingston Transit services.

Key Duties & Responsibilities

Respond to, resolve, and monitor Kingston Transit customer inquiries and complaints. These may be received in person, by telephone or email or escalated through the Customer Contact Centre

Educate and promote transit usage to customers and residents

Provide insight to Kingston Transit management to inform marketing and operational changes that will help enhance the quality of the service

Accurately document the receipt, response, and resolution of customer inquiries and complaints using a Customer Relationship Management (CRM) system

Required to provide transportation to groups as required

Provide clerical and administrative support for the department

Perform other duties as assigned

Qualifications, Competencies

2 year diploma in Public Relations.

2 years demonstrated customer support and problem resolution experience preferable working in a front-line, customer focused, service delivery position.

Must possess a Class C licence with a clean driver’s abstract with a Z air brake endorsement.

Experience working in a customer service contact center or similar work environment is an asset.

Experience using a CRM system to respond, resolve, and monitor customer inquiries and complaints an asset.

Experience with CONSAT Traffic Studio or similar software product an asset.

Transit user experience will be considered an asset.

Skills, Abilities, Work Demands

Advanced knowledge of Kingston Transit routes and schedules

Excellent customer service and interpersonal skills

Advanced conflict resolution and de-escalation skills

Strong written and verbal communication skills

Basic level Microsoft Office – Word & Outlook (tested)

Demonstrated ability to organize and prioritize multiple work demands/tasks

Ability to organize and maintain accurate records

Ability to work effectively, independently and as a team member

Strong organizational and time management skills

Required to obtain and maintain satisfactory criminal record check at candidate’s own expense

Must demonstrate corporate competencies of Belonging, Collaboration, Accountability, and Innovation.

Closing Statement

Please inform us of any accommodations we need to make to ensure a barrier-free recruitment experience. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC)and Accessibility for Ontarians with Disabilities Act (AODA) at any stage in the recruitment process. We’re happy to provide more information if you email us at HRCity@cityofkingston.ca.

Please apply to Career Opportunities at: www.cityofkingston.ca/Careers

Your resumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

Please ensure to check any spam or junk folders for any emails coming from a City of Kingston account.

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