Customer Relations Agent - Casual Pool - Jobs in Victoria, BC

Job Description

Reporting to the Supervisor Customer Service the CRA – Casual Pool provides primary relief for CRA – Call Centre, CRA – Reception, CRA – Lost and Found and CRA – Internal Services. Receives and responds to telephone, mail and e-mail enquiries from the public regarding transit service schedules, routing, nearest departure points, accessibility, fares, passes, complaints and commendations and BC Transit policy. Receives and responds to telephone, mail and e-mail enquiries from the public regarding transit service schedules, routing, nearest departure points, accessibility, fares, passes, complaints and commendations and BC Transit policy. Performs receptionist duties and responds to telephone calls and in-person queries, issues visitor and parking passes, sells fare products, performs cash in/out procedures, maintains a cash float and fare products inventory, arranges courier shipments and coordinates internal and external mail. Assists in the lost and found area by sorting, logging and labeling incoming items, identifying owners and coordinating retrieval of items with customers. Assists employees with uniform queries, sizing and receives and distributes office supplies and uniform orders. Provides support to Transit Operators by answering questions and directing queries as required.RESPONSIBILITIESReceives and responds to telephone, mail and e-mail enquiries from the public regarding transit service schedules, routing, nearest departure points, accessibility, fares, passes, complaints and commendations and BC Transit policy by:determining customers’ departure point, destination, day of travel, desired arrival time, and other travel information;providing customers with travel options utilizing maps, detours, scheduling, resource binders and daily route bulletins outlining service changes;providing information on transit routes, service frequency, bike rack availability, double-decker availability, fares, passes, accessible bus availability and BC Transit policies regarding pets, strollers, etc.; guiding customers through the BC Transit website;receiving complaints or commendations from the public regarding transit operators or system service; recording details in Customer Service Report (CSR) database including 3rd party reports; relaying return call requests by e-mail to appropriate section; communicating with Transit Supervisors regarding the most problematic complaints received during evening shifts;receiving complaints regarding bus stops and shelters; accessing location data and recording complaint in computerized system; forwarding details to bus stop maintenance group;calming customers on the telephone and in person who are distressed or angry with respect to service disruptions, bus operator behavior or on-board incidents; contacting security in the more aggressive, threatening situations;composing replies to e-mail and mail inquiries; coding inquiries by type and prepare tracking form; forwarding complaints to appropriate person for more detailed response;determining bus scheduling options for large groups traveling on the transit systemMaintains up-to-date resource material relating to recent or imminent changes to and disruptions of transit service by:accessing and updating website to record service changes, such as bus breakdowns, detours, weather related changes to schedules, based upon information received from depot staff;updating the bus stop location manual and other printed material;posting and informing other Agents of immediate schedule issues radioed in by transit supervisors.Backfills for Front Office Clerk and performs reception duties, including:responding to incoming telephone calls and in-person visitor inquiries; issuing visitor passesselling, exchanging, upgrading and refunding Victoria fare productsselling taxi saver coupons to registered handyDART usersassisting with replacement passes for BC Bus Pass Program clientsarranging outgoing and receiving incoming courier shipmentsperforming mail services for BC Transit by sorting incoming and coordinating outgoing mailperforming opening and closing procedures by cashing in/out and securing equipmentmaintaining a cash float and fare product inventorySorting, logging and labeling incoming itemsIdentifying owners of items and making contact to arrange pick upCoordinating retrieval of items with customersassisting employees with uniform queries, sizing, orders, exchanges and returnsreceiving, recording, storing, and distributing uniform ordersorders, distributes and maintains stationary suppliesProvides clerical support and assistance, as requested, by:Assisting with the training of new Customer Service Agentsproofreading bulletins, rider’s guide and other resource materialproviding bus schedule information in person off site at promotional eventskeying in a set of system commands/instructions to resume operation of the Computerized Automated Transit Information System (Busline), if necessary.Performs related duties as assigned, such being items of a minor nature which do not affect the value of the job.Job Requirements:Minimum of 6 months related experience dealing with the general public in-person, on the telephone and via email in a customer service focused and fast paced environmentAbility to diffuse distressed or angry customers on the telephone and in person who are distressed or angryExcellent customer service skillsEffective problem solving skillsEffective communication skills, both written and oralMathematical aptitudeAccuracy and efficient in completing tasks, meeting time linesExperience handling and balancing cash and maintaining an inventoryFamiliar with handing a multi-line telephoneProficiency with a variety of software programs including Outlook, Word, excel programs, programs related to customer service and data entryAbility to multi-task and to exercise sound judgment, tact and professional mannerMinimum Grade 12 graduateAvailable to work on an on-call basis at BC Transit’s Victoria and Langford Transit Centers, with flexible availability to meet the operational requirements. Shift work required.Knowledge of the Victoria transit system an assetADDITIONAL INFORMATIONThis position requires the completion of a Criminal Record Check and/or Vulnerable Sector SearchAn eligibility list may be established for future vacanciesTesting and assessments may be included as part of the recruitment processIf you have a disability which requires accommodation during any stage of our recruitment process, please let us know how we can assist youBC Transit is committed to the principles of employment equityCandidates must be legally eligible to work in Canada#DNP - for administrative purposes only, please disregardBC TRANSIT OFFERSEmployee and Family Assistance Program (EFAP)Employee fitness centre, at both the Victoria and Langford depotsA complimentary BC Transit bus pass, plus taxable dependent passesCareer development and advancement opportunitiesSocial ClubEmployee Recognition ProgramWe believe that diversity of thought and experience fuels innovation. In keeping with this belief, we do not discriminate on any basis. We encourage all qualified candidates to apply. Should you require any accommodation or have questions, please let us know.While we welcome all applications, we will only respond directly to those who are short-listed for a role. Thanks in advance for your understanding and wishing you all the best in your career journey.