Customer Relations Agent

**Job Details**

**Customer Relations Agent - Casual Pool - (2021-060)**

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Job Title Customer Relations Agent - Casual Pool Location Victoria - Victoria, BC V8W 9T5 CA (Primary)

Closing Date April/11/2021 Affiliation MoveUP Salary Grade $23.89 - $28.67 ( MoveUp - Hourly - Group 6 ) Rate Basis Hourly Job Type Casual FTE 0.00 Hours per Week Varied # of Hires Needed 1 ** Organizational Description**

We love that our head office is in Victoria and we bet you do too

We are thrilled youve decided to explore a career with us. As a crown corporation and recognized Top Employer in BC, BC Transit is British Columbia's provincial transit authority responsible for transporting 58 million passengers every year, operating 88 transit systems in 130 communities across British Columbia (outside of Greater Vancouver).

Were passionate about helping to reduce congestion in our communities and bringing innovation to public transportation wherever we can including electrifying our fleet, introducing new bus lanes between Colwood and Downtown and exploring mobile payment options, to name just a few.

Its an exciting time to be in the transit industry and were looking for creative and passionate people to join our team. Not only would you be joining an engaged organization but youd also get to enjoy flexible work arrangements, extended benefits and a pension plan as just a few of the benefits BC Transit employees are eligible for. Keep reading to find out if this role is meant for you

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.

**RESPONSIBILITIES**

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 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 system

Maintains 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 CRA Reception and performs reception duties, including:

* responding to incoming telephone calls and in-person visitor inquiries; issuing visitor passes

* selling, exchanging, upgrading and refunding Victoria fare products

* selling taxi saver coupons to registered handyDART users

* assisting with replacement passes for BC Bus Pass Program clients

* arranging outgoing and receiving incoming courier shipments

* performing mail services for BC Transit by sorting incoming and coordinating outgoing mail

* performing opening and closing procedures by cashing in/out and securing equipment

* maintaining a cash float and fare product inventory

Backfills for CRA Lost and Found and performs lost and found duties, including:

* Sorting, logging and labeling incoming items

* Identifying owners of items and making contact to arrange pick up

* Coordinating retrieval of items with customers

* assisting employees with uniform queries, sizing, orders, exchanges and returns

* receiving, recording, storing, and distributing uniform orders

* orders, distributes and maintains stationary supplies

Provides clerical support and assistance, as requested, by:

* Assisting with the training of new Customer Service Agents

* proofreading bulletins, riders guide and other resource material

* providing bus schedule information in person off site at promotional events

* keying 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.

Qualifications

* 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 environment

* Ability to diffuse distressed or angry customers on the telephone and in person who are distressed or angry

* Excellent customer service skills

* Effective problem solving skills

* Effective communication skills, both written and oral

* Mathematical aptitude

* Accuracy and efficient in completing tasks, meeting time lines

* Experience handling and balancing cash and maintaining an inventory

* Familiar with handing a multi-line telephone

* Proficiency with a variety of software programs including Outlook, Word, excel programs, programs related to customer service and data entry

* Ability to multi-task and to exercise sound judgment, tact and professional manner

* Minimum Grade 12 graduate

* Available to work on an on-call basis at BC Transits Victoria and Langford Transit Cent