The Customer Service Representative Clerk B works under the general supervision of the Supervisor of Customer Services, and is responsible to provide responses to citizen complaints, commendations, and inquiries that are submitted to Transit from the 311 Contact Centre. This includes routing and expediting Customer Service Requests to appropriate personnel for investigation and response based on levels of escalation. The position prepares and delivers Transit’s responses to citizens, in either written or oral format. Duties performed by the Customer Service Representative Clerk B ensure the general public is provided with a professional, helpful and efficient support service.

As the Customer Service Representative Clerk B, you will:

• Respond in a courteous and timely manner to customer inquiries, requests, complaints, and commendations.
• Identify the nature of the calls and, if feasible resolve customer concerns at the initial point of contact.
• Prepare Customer Service Request Forms by utilizing the Response Computer Tracking System, ensuring the customer’s request and associated details are recorded accurately.
• Prioritize all customer requests, determining whether they are emergent or non-emergent cases.
• Forward all Customer Service Request Forms to the appropriate personnel.
• Monitor the progress of Customer Service Request Forms and where necessary, contacts responsible personnel to prompt their response and ensure the process is completed in a timely fashion.
• Provide customers with an update on the current status of their request as required.
• Consult with responsible personnel to obtain accurate information/details, ensuring the customer receives a correct/appropriate response.
• Ensure Customer Service Request Forms are updated with any new or additional information where necessary.
• Provide final response to customers either orally, via e-mail or in writing, ensuring there is a suitable completion/closure of the customers file.
• Ensure the section’s records and files are accurately maintained.
• Provide coverage to customer service centres as required.
• Provide coverage to Clerk C as required.

Your education and qualifications include:

• High School or equivalent combination of training and experience.
• Two years of directly related work experience, providing customer service, in an office setting (i.e. managing inbound calls, data entry, filing, etc.).
• Knowledge of Transit's bus routes, and system operating procedures would be an asset.
• Demonstrated ability to keyboard 40 w.p.m.
• Demonstrated proficiency, at a basic level, in the use of Microsoft Word, Excel, and Outlook.
• Effective verbal communication skills with the ability to express ideas clearly and concisely.
• Effective written communication skills with the ability to express ideas clearly and concisely.
• Ability to work independently, with minimal supervision, and initiate responsible action.
• Excellent organization and time management skills including the ability to manage competing priorities and ensure deadlines are met.
• Experience dealing with confidential information.
• Excellent interpersonal skills, with the ability to establish and maintain effective working relationships with the public and various levels of Transit and City of Winnipeg personnel in accordance with the Respectful Workplace Standard.
• Ability to work under pressure and handle stressful situations, ensuring composure is maintained and customers are handled in accordance with established workplace policies and procedures.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• Ability to lift and move boxes of schedules, weighing up to 30 lbs.
• A Police Information Check satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense.

CORE COMPETENCIES for ALL EMPLOYEES OF THE CITY OF WINNIPEG:

• Citizen & Customer Focus
• Respecting Diversity
• Ethics and Values
• Integrity and Trust
• Results Oriented