Customer Service Rep. – Transp

POSITION PURPOSE

This position is responsible for handling customer inquiries and requests received from the public across a variety of communication channels; achieves established KPI’s; tracks and documents details of customer interactions in the Customer Relationship Management (CRM) system.

MAJOR RESPONSIBILITIES

• Responds to inquiries and concerns received from customers across a variety of communication channels such as telephone, e-mail and live chat.
• Utilizes technology and resources to provide accurate customer information.
• Appropriately manages crisis or passenger behaviour calls.
• Categorizes and documents all customer interactions in the Customer Relationship Management (CRM) system.
• Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation.
• Maintains awareness of department programs and services in order to service customers.
• Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns.
• Ensures information in Knowledge Base is accurate and provides management with recommendations to improve quality of information.
• Ensures that services provided meet Regional customer service standards;
• Participates on committees, work groups, task forces and special projects, as assigned;
• Manages information in accordance with legislation and corporate standards.
• Performs other duties as assigned, in accordance with Branch and Department objectives;

QUALIFICATIONS

• Successful completion of a College diploma in Business Administration, or a related field, or approved equivalent combination of education and experience.
• Minimum two (2) years’ current demonstrated experience delivering service to customers in a contact centre environment.
• Demonstrated experience in computer applications such as a Customer Relationship Management (CRM) system and other applications.
• Demonstrated knowledge of contact centre operations including telephony and technology.
• Demonstrated knowledge of complaint, de-escalation and conflict resolution techniques and ability to work with the pressure and challenges of receiving complaints on a regular basis.