Customer Service Ambassador

3 days ago

Concord, Canada York Region Full time

**Job Description**: **POSITION PURPOSE** Reporting to the Supervisor, Customer Service, is responsible for providing in-person customer service at various transit locations/facilities and on transit vehicles; providing customer assistance, including responding to questions, resolving issues, education the public on transit services, distributing information and materials, and documenting customer feedback in the Customer Relationship Management (CRM) system, with the overall goal of responding to customers at the First Contact. **MAJOR RESPONSIBILITIES** - Provides in-person customer service while travelling bus routes and at transit facilities located throughout the Region and at some Toronto locations; responds in person to conventional and bus rapid transit inquiries from customers and/or prospective customers. - Uses trip information planner and other technology to provide customers with real-time information. - Selects and offers the best solution to assist customers with their inquiries. - Receives and records all customer complaints, service requests, suggestions and feedback using the Customer Relationship Management (CRM) system; ensures associated details are recorded accurately and forwarded to the appropriate transit section for further action. - Completes appropriate documentation/report for Incidents/Accidents and forwards to appropriate staff. - Ensures communication materials, including route maps, schedules and posters, are current and available at all transit and supporting facilities, including shelters, stops, terminals, municipal offices, schools, and on-board buses. - Carries route maps and schedules on a regular basis and distributes materials to customers, in-person when on location, as needed. - Responds to inquiries and resolves concerns, as appropriate. - Promotes transit services by representing YRT/Viva at community events, including school orientations, festivals and fairs. - Provides back-up to Customer Service Representatives in call centre, as required **QUALIFICATIONS** - Successful completion of a College diploma in Business Administration, Communication or a related field, or approved equivalent combination of education and experience. - Minimum two (2) years demonstrated experience in a customer service environment, providing pro-active, in-person customer service to the general public. - Demonstrated ability to work independently with mínimal supervision and make sound business decisions, good judgment and discretion that show customer focus. - Demonstrated ability to work under pressure and handle stressful situations, ensuring composure is maintained and customers are handled in accordance with workplace principles and practices. - Demonstrated ability to de-escalate and diffuse difficult situations. - Demonstrated knowledge of complaint and conflict resolution techniques. - Valid Ontario Class "G" driver's license, free and clear of offences under the Highway Traffic Act, and reliable vehicle to use on corporate business.

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