York Region Hiring for Senior Customer Service Representative – YRT at Richmond Hill, ON Full Time

POSITION PURPOSE

Reporting to the Supervisor, Customer Service, is responsible for coordinating and executing a broad range of customer service activities for York Region Transit, including receiving and responding to general and escalated customer inquiries; assisting in the preparation/production of call centre statistical reports/analysis and development of customer service standards; providing other administrative duties, as required; and providing guidance, training, mentoring, and coordinating, assigning, scheduling and checking the work of assigned staff and ensuring a safe working environment.

MAJOR RESPONSIBILITIES

• Performs call coaching/monitoring to ensure quality and accuracy of calls is maintained; identifies staff deficiencies and determines what further training is required; assists the Supervisor with quality control practices, communication strategies and service level and quality standards.
• Ensures customer service section is in compliance with operational policies, procedures and customer service standards, in conjunction with the Supervisor.
• Administers conventional transit’s Interactive Voice Response (IVR) system by monitoring functionality of system, identifying and reporting any issues to TMS staff for follow-up/resolution and ensuring customers’ needs are met.
• Provides guidance, mentoring and coordinates, assigns, schedules and checks the work of assigned staff.
• Delivers all Customer Service staff training; creates and updates new content of a program as required and approved.
• Provides training/job shadowing opportunities to newly hired and existing staff.
• Responds to conventional and bus rapid transit inquiries from customers and/or prospective customers by telephone, e-mail and walk-in by using established maps, schedules, and Agent Info Trip Planning Software to explain available services and transit routing information.
• Responds to inquiries related to overall bus rapid transit systems, fare structure and enforcement and instructions on use of fare equipment; follows procedures and business practices to respond to customer issues or refers to appropriate personnel, as required; researches information, and calls customer back to provide information, as appropriate.
• Assists in the preparation of call centre statistical reports in order to evaluate call centre service levels.
• Tracks the volume of telephone calls and prepares various reports.
• Receives and responds to escalated/difficult calls; updates Supervisor on any unresolved issues that may further escalate or may be politically sensitive.
• Assists in the investigation and resolution of complaints from customers referred by the Customer Service Representatives.
• Performs on-call duties, as required (rotation of shifts as per call centre hours).
• Participates in the On-call schedule for Customer Service.

QUALIFICATIONS

• Successful completion of a College Diploma in Business Administration or related filed or approved equivalent combination of education and experience.
• Minimum three (3) years experience in a call centre environment and demonstrated customer service and leadership experience.
• General knowledge to navigate the Region’s customer information systems.
• Knowledge of general office procedures including administration of automated customer service telephone systems.
• Leadership skills and ability to provide guidance, training and mentoring, ensure a safe working environment and to coordinate, assign, schedule, provide clear written and verbal instructions and check the work of assigned staff.
• Knowledge and demonstrated ability in corporate core competencies including communication, innovation, teamwork and collaboration, and personal ownership.

Please apply online by 4:30PM EST of the closing date indicated above. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

All York Region Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. Should you be the successful candidate, you will be required to comply with the Region’s mandatory Vaccination Policy that is in effect.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.