Winnipeg Transit Plus Customer Relations Clerk C

Under the direction of the Winnipeg Transit Plus Operations Supervisor, the Customer Relations Clerk is primarily responsible for handling Winnipeg Transit Plus customer complaints and commendations. The position conducts preliminary investigations into the complaints in a professional manner, maintains confidentiality, monitors each complaint to ensure contractors respond in a timely manner, responds to complainants verbally or in writing, recommends contractor fines, and prepares correspondence regarding the fines. The position monitors Winnipeg Transit Plus drivers’ performance, license expiry dates, and vehicles' six (6) month safety inspections and brings to the supervisor’s attention drivers with poor performance records.

This position also maintains Winnipeg Transit Plus “Fare Payment from Account”* program and enforces No Show and Fare Owing policies. This includes communicating information regarding Fare Payment from Account to Winnipeg Transit Plus customers, acting as the front-line individual for customers appealing a No-Show, updating No-Show records, tracking and enforcing customer unpaid fares, and enforcing customer suspensions.
- Fare Payment from Account is a program that allows Winnipeg Transit Plus customers to make payment for service directly from their bank accounts.

**As the Customer Relations Clerk** **you will**:

- Investigate and manage complaints, incidents and commendations received from Winnipeg Transit Plus customers, maintaining confidentiality and behaving in a professional manner at all times.
- Maintain No Show and Fare Payment records and issue statements per Winnipeg Transit Plus policies.
- Maintain and update Fare Payment from Account records.
- Under the direction of the Winnipeg Transit Plus Operations Supervisor, issue fines to contractors and correspondence advising of same.
- Provide coverage for the Scheduling and Contract Administration Clerk as required.

**Your education and qualifications include**:

- Successful completion of a high school diploma or equivalent (GED). An equivalent combination of education, training and experience may be considered.
- Two (2) years prior related customer service experience in an office environment.
- Experience providing service to a wide variety of individuals with varying disabilities.
- Excellent interpersonal skills with the ability to be assertive while continually maintaining the appropriate level of professionalism when dealing with sensitive concerns.
- Ability to extract required information from Winnipeg Transit Plus customers and contractors when investigating complaints and/or incidents.
- Excellent time management and organizational skills including the ability to work under stressful conditions for extended periods and manage the required workload.
- Ability to work independently with mínimal supervision and exercise good judgement relating to operational policies and service delivery systems.
- Ability to enforce policies and uphold the integrity of Winnipeg Transit Plus service model.
- Effective verbal communication skills with the ability to articulate ideas in a clear and effective manner.
- Effective written communication skills.
- The ability to type 20 w.p.m., at minimum.
- Knowledge of the City of Winnipeg's street system, location of major health care institutions, post-secondary education facilities, shopping centres, and major employment locations is an asset.

**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.