Clerk C-team Lead, Customer Service

5 days ago

Winnipeg, Canada City of Winnipeg Full time

This position's responsibilities can include reconciliation of Transit payments, creating/submitting daily sales reconciliation reports, tracking fare inventory and processing rebates to clients.

**As the Team Lead,**your duties will include**:

- Coaching and training new and existing employees
- Maintain and update Standard Operating Procedures for respective areas of the department.
- Work with internal departments to resolve customer complaints and feedback.
- Reconcile Transit Products
- Supervise customer service staff and centres
- Maintain sufficient level of fare products and other inventory
- Respond to escalated inquiries.
- Monitor service requests to ensure service level agreements are met.
- Perform other duties which may include training and onboarding new staff, registering passengers, ensuring eforms are up to date, etc.
- Responds to complex issues related to Winnipeg Transit including time sensitive escalations from customers.
- Acts as Customer Service Supervisor as assigned or required.

**Your education and qualifications include**:

- High school graduation/GED is required. Post secondary education (i.e. Business, Communications, etc.) is preferred.
- Minimum two (2) years experience directly related to the work or job duties of the position, customer service within an office related position.
- Completion of courses on supervision, problem-solving, conflict resolution and dealing with volatile customers, or ability and willingness to complete in a reasonable period of time.
- Experience preparing/reconciling sales financial reports and ability to identify errors and resolve them.
- Ability to work independently with mínimal supervision and initiate responsible action.
- Excellent interpersonal skills demonstrated by the ability to facilitate working relationships, interact effectively with staff and the public with tact and diplomacy.
- Ability to listen effectively and demonstrate genuine respect for people, their concerns, feelings and well-being.
- Excellent written and verbal communication skills with the ability to articulate ideas in a clear, professional, and effective manner
- Experience with, and proficient using, Microsoft Office software including, Word, Excel and Outlooks at an advanced level, Excel.
- Demonstrated ability to keyboard 40 w.p.m.
- Demonstrated ability to investigate and resolve customer service matters using various sources and systems.
- Demonstrated ability to work independently and in a team environment, to organize and prioritize multiple demands, and to exercise sound judgment and discretion.
- Demonstrated ability to work under stressful conditions.
- Demonstrated ability to communicate effectively both verbally and in writing. Demonstrated experience in preparing written responses.
- Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts and the public in accordance with the Respectful Workplace Standard.
- Demonstrated ability to maintain confidentiality with respect to dealing with sensitive information and employee issues

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.

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