Customer Information Agent

**Marketing Statement**:
As the largest operating company in the integrated TransLink enterprise, Coast Mountain Bus Company (CMBC) operates a fleet of clean-fuel conventional and community shuttle buses, zero-emission trolley buses, and passenger ferry SeaBuses in Metro Vancouver, the largest single transit service area in Canada.

At CMBC, one of BC’s Top Employers, we're committed to providing an innovative, healthy, and engaging workforce. This is reflected in our workforce of over 5,500 employees performing over 400 unique jobs, who are committed and empowered to deliver service that attracts nearly 1.1 million passengers daily and connects people, businesses, and communities in the Metro Vancouver region.

We have the important job of helping our passengers get to work, appointments, visiting with family and friends, and back again every day. Metro Vancouver relies on us, and we take that as a point of pride.

**Responsibilities**:
Working on a shift basis, receives and responds to inquiries (via telephone, live chats or any other channel) including complaints and commendations from the public regarding the Lower Mainland transit service. This includes providing schedules, routing, nearest departure points, transfer points, vehicle and station identification, timing, fares, passes, lighting conditions, bus shelters, points of interest, landmarks, website and next bus inquiries, explaining TransLink and CMBC policies, service deficiencies, fare over payment, incorrect change given by ticket machines utilizing the computerized Customer Information (CI) system; SeaBus, SkyTrain and West Coast Express utilizing the computerized Customer Information (CI) system; provides telephone numbers for other public transportation companies within the province; and other functions such as recording timetable requests, lost property etc.

**Qualifications**:
EDUCATION:
Requires Grade 12 graduation where the ability to communicate orally, comprehend customer queries and relay a variety of detailed bus information has been acquired.

EXPERIENCE:
Requires six (6) months previous experience in a customer service position involving the provision of information and/or assistance to the public in a continuous, paced environment. A further period of up to six (6) months in the position is required to gain knowledge of routes, services, passes, transfers etc. and to become familiar with the seasonal and cyclical requirements of the position. A formal training period of approximately five (5) weeks, including training in the operation of specialized computer software, is included in this latter period.

**Other Information**:
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

**Work Schedule**:
37.5 hours per week.

**Work Designation**:
Hybrid

This position offers the flexibility of working both on-site and remotely within B.C.

**Rate of Pay**:
Salary $4,287 - $5,160 per month (Actual salary offered will be commensurate with education, experience and internal parity).

The Total Compensation Package includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan. Focus on your development through tuition reimbursement, training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.

**How to Apply**:
Posting Date:
Closing Date:
Please note that only those short listed will be contacted.

**Equal Employment Opportunity**:
Coast Mountain Bus Company is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.