Customer Service Agent

Customer Service Agent (Transit)

**Job Number**:1760

**Job Type**: Casual
**Location**: 105 King St E - GRT Customer Service Centre
**Job Category**: Transportation
**Number of Positions**:1
**Department**: Customer Service (Transit Services)
**Division**: Transportation Services
**Hours of Work**: up to 24 hrs/wk
**Union**: CUPE 1883**Posting Date**:October 1, 2024
**Grade**: CUPE 1883 Grade 005
**Salary Range**: $28.21-$31.92**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we focus on equity, inclusion, and sustainability. Our mission is to provide essential services that enhance the quality of life for all residents, while our core values emphasize caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

Dish with One Spoon Wampum:
- Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
- Recognizing our shared humanity and land
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core values, and reinforces our dedication to meaningful reconciliation and equity.

**The Role**
- Provides customer service to the public, including selling transit fares and related products and providing trip planning assistance.

**Duties/Responsibilities**
- Provides customer service and sells transit services/products (e.g., tickets, passes, maps). Takes photos for passes. Provides information and asks questions to identify service needs, provide fare and route options, and promote services, including self-service options. During service peaks greets customers and organizes customer flow to support efficient operations.
- Provides trip planning assistance to the public by using route schedules, maps, the Internet, and related information (e.g., detour notices).
- Maintains resources to ensure current information is posted and available to the public (e.g., detour notices, maps, schedules).
- Maintains product inventory. Notifies Customer Service Coordinator and supervisor of low stock, and orders for same.
- Maintains lost and found. Logs items received and claimed. Contacts owner where possible, sends personal identification to official offices. Sorts unclaimed items for donation.
- Processes and reconciles daily payments/transaction, and forwards activity reports to Customer Service Coordinator. Maintains a cash float.
- Maintains equipment in good working order (e.g., point of sale machine). Arranges servicing with vendor or notifies Customer Service Coordinator and supervisor and when significant repairs are required. Submits ITS and facilities requests.
- Performs related duties as assigned.

**Knowledge, Skills, and Abilities**
- Knowledge and understanding of customer service practices, keyboarding, and basic accounting/math skills acquired through a Grade 12 education, plus 2 years of related experience in a fast-paced customer service environment.
- Knowledge of and ability to comply with policies and procedures.
- Communication and customer service skills to respond to inquiries from the public/customers regarding transit services, products, and procedures; recognize and de-escalate unpleasant or difficult situations; ask questions/obtain information to understand customer needs, provide assistance, and promote services/products; and participate as an effective team member.
- Ability to read and reference route, schedule, and fare information and manuals. Ability to complete forms and records (e.g., service requests, logs).
- Ability to work independently and adapt to changing priorities.
- Computer skills with ability to use software such as Microsoft Office, the Internet, a point of sale machine, and customer service system.
- Must provide an acceptable Police Information Check (Level 2) for bondability.
- Ability to work shifts, including afternoons, weekends, and statutory holidays as part of a regular schedule. Ability to support and demonstrate the Region’s values.
The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs. Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.