Passenger Relations Associate
1 month ago
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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