Passenger Agent

2 days ago

Calgary, Canada City of Calgary Full time

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. The City offers unique, diverse jobs and a variety of work locations. Together we make Calgary a great place to make a living, a great place to make a life.The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.As a Passenger Agent, you are responsible for providing the initial contact for customers requiring specialized transportation services. Booking requests by phone, this position provides information to customers regarding service concerns, late vehicle inquiries, and interpretation of Calgary Transit Access (CTA) policies and procedures. Primary duties include:
- Use transit software to process trip requests for customers who are unable to use fixed route Calgary Transit services.
- Process calls, interact with customers and agencies, confirm trips, and maintain documentation for all requests.
- Deliver high levels of customer service meeting call centre performance targets.
- Provide information on various CTA policies, process, and procedures, and outline any applicable limitations.
- Support Operation Controllers on the day of service by answering customer inquiries, communicating with service provider operators and service provider offices, and advising customers of service delays.

**Qualifications**
- A High School diploma or equivalency (e.g. GED) and at least 1 year of experience in a call-centre customer service environment.
- Basic working proficiency with Microsoft Office (Outlook, Word, Excel, MS Teams) is required.
- Previous experience working with people with cognitive or physical disabilities will be considered an asset.
- Experience with scheduling or reservation software (for example: Giro/HASTUS, Trapeze, 311 Contact Centre) is also an asset.
- Strong communication, problem solving, conflict resolution and customer service skills.
- The ability to work in a high volume, busy call centre environment where key performance indicators are used to guide performance.

**Pre-employment Requirements**
- A security clearance will be conducted.
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
- Union: ATU Local 583
Business Unit: Calgary Transit

Position Type: 10 On-Call Positions
Location: 1417C 33 Street SW

Compensation: $31.19 - 41.70 per hour
Days of Work: This position works various shifts,
including days, evenings and weekends.

Hours of work: On-call hours, based upon operational requirements

Audience: Internal/External

Job ID #: 312182

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