POSITION TITLE Customer Service Representative – Transportation Services SALARY $29.47 to $32.03 per hour SCHEDULED HOURS 20 hours per week SCHEDULED SHIFTS Wed – Fri 1500-1900, Sat – Sun 830-1230 POSITION PURPOSE Reporting to the Supervisor, Customer Service is responsible for handling requests, resolving questions, and concerns from the public across a variety of communication channels including telephony, live chat, email and in person in a Contact Centre environment; achieves established KPI’s across communication channels while maintaining excellent quality; tracks and documents details of every customer interaction in the Customer Relationship Management (CRM) system with the goal of responding to customers at the first contact. MAJOR RESPONSIBILITIES • Responds to inquiries and concerns receives from customers and/or prospective customers across a variety of communication channels including telephone, e-mail, live chat and walk-in customers. • Utilizes appropriate technology and resources to provide real-time traveller information to customers across communication channels. • Receives and records all customer complaints and service requests using the Customer Relationship Management (CRM) System, ensures customer’s requests/concerns and associated details are recorded accurately and actionable concerns are forwarded to the appropriate branch. • Monitors complaints, service issues, statistics, etc. to identify trends and patterns and makes recommendations for service improvement. • Responds to inquiries and resolves concerns via telephone, email, in-person, chat and other means of customer contact, as appropriate. • Ensures that services provided meet Regional customer service standards. QUALIFICATIONS • Successful completion of a College diploma in Business Administration, or a related field, or approved equivalent combination of education and experience. • Minimum two (2) years’ current demonstrated experience delivering service to customers in a contact centre environment. • Demonstrated experience in computer applications such as a Customer Relationship Management (CRM) system and other electronic applications. • Demonstrated knowledge of contact centre operations including telephony and technology. • Demonstrated knowledge of complaint, de-escalation and conflict resolution techniques and ability to work with the pressure and challenges of receiving complaints on a regular basis. • Demonstrated problem solving and decision making skills and the ability to provide high quality customer service. • Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
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