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.