REGION OF WATERLOO JOB DESCRIPTION

Transcription

1 REGION OF WATERLOO JOB DESCRIPTION TITLE: CUSTOMER SERVICE JOB CODE: ASSISTANT (TRANSIT) DIVISION: TRANSIT SERVICES DEPARTMENT: TRANSPORTATION & ENVIRONMENTAL SERVICES UNION: CUPE 1883 REPORTS TO: SUPERVISOR, CUSTOMER REVISED: July 22, 2010 SERVICE GENERAL PURPOSE: Promotes a positive public image for Grand River Transit (GRT) by providing efficient, effective and consistent customer service; responds to customers by telephone, , or in person for referral services to the public, businesses, and institutions regarding GRT services, products, trip planning, routes, fares, and special promotions/events; provides administrative support to the Marketing & Communications Program; develops and maintains customer relationships and delivers timely problem resolution. MAJOR RESPONSIBILITIES: Greets visitors to the Transit Services Division, determines the nature of visit, responds to general inquiries, and/or refers them to appropriate staff, locations, or resources. Uses HASTUS information system technology, Public Timetables, Transit Guide, GIS, Google Transit, and Bus Operator Headway Reports to provide complex Trip Planning, Route information, Detailed schedule and Timetable information. Operates a Nortel Symposium multi-line ACD terminal. Receives and responds to a high volume of complex inquiries and customer complaints on a monthly basis using established GRT customer service procedures to build and maintain client relationships and establish high client satisfaction; directs calls to appropriate individuals or takes messages, and responds to as required. Assists customers to determine best trip and fare methods by providing information regarding trip planning, routes, schedules, fares, tickets, passes, and location of ticket/pass agents. References maps, schedules and web-based information tools and applicable program area staff simultaneously when providing route, schedule, and fare information. Accepts cash payments and debit transactions for Taxi Scrip and reconciles orders received in the mail for the purchase of Taxi Scrip Coupons. Creation of detailed Library Trip Plans and Library Trip Plan packages for teachers.

2 - 2 - Monitors and tracks the volume of telephone and direct contact inquiries regarding incidents, customer complaints, compliments, and route requests. Records and inputs information daily into a Transit client relationship database system which provides up-to-date statistics and summaries on an ongoing basis for the Supervisor, Customer Service, Manager, Transit Planners, and Marketing & Communications. Receives, responds to, records, and redirects customer inquiries and complaints and comments received by from web site link. Prepares annual statistical summary of customer complaint/compliment information for the Supervisor Customer Service and Manager, Marketing & Communications. Reports any trends in complaints, or complaints of a serious nature immediately to the Supervisor Customer Service. Enters Bus Stop Tracking Errors data gathered through customer contact into a document for the Planning Manager. Monitors the web-based information tools and schedules for accuracy and comprehensiveness of information. Identifies missing information. Develops and recommends solutions for addressing missing information to Supervisor Customer Service and Manager, Marketing & Communications, and/or appropriate divisional representatives. Performs outbound telemarketing services for various projects, including appointment setting, and telephone surveys in order to market new programs and services, event promotions, and registration services by originating phone calls to database clients and perspective customers. Performs inbound telemarketing services for contest hotline, registration services, and order taking. In the absence of the Program Assistant, opens, data stamps, and places all incoming daily divisional mail in desk mail slots. Distributes incoming faxes as appropriate. Photocopies and circulates general information related to Regional events, policies, procedures, and notices for employees and posts information on notice boards. Receives deliveries and distributes as appropriate. Assists Administrative/Communications Assistants with general letter typing, Fare Media Coordinator with stuffing envelops for University Pass packages and letters for School Pass packages (10,000 annually), and Transit Fleet Clerk with data input of work orders during busy times and in the absence of those incumbents. Communicates daily with on Road Supervisors for important Lost and Found items; tracking a bus which may have the lost item. Check database for updates regarding Lost and Found items customers are calling about. Assists in large mail-outs for marketing campaigns organized by Manager, Marketing & Communications. Resolves document formatting problems in consultation with appropriate staff. Ensures that all office equipment including fax machine, printers, and photocopiers are stocked with paper at all times. Ensures safety of building by locking all appropriate doors at the end of the day and opening them in the beginning of the day. Works on special assignments as required. Performs related duties as assigned.

3 - 3 - RESPONSIBILITY FOR MATERIAL/FINANCIAL RESOURCES: Ensures that a personal computer used for own work is maintained in good working condition. NATURE & IMPACT OF ERROR: Incorrect information given in response to public inquiries could result in inappropriate action being taken by transit customers, customer complaints, negative public image, loss of passenger revenues from current passengers, loss of revenues from potential passengers who choose alternate methods of transportation, loss of confidence in the services provided by the Division, and embarrassment to the Region. Incorrect information and messages communicated to other staff could result in inaccuracies and delays to the work of others. Mismanagement of calls relating to lost mentally challenged patients, individuals with Alzheimers, or a Police call to alert of a dangerous individual on a bus or at a GRT location, as well as calls to the Media could escalate to Council or create emergency situations with the public. Errors in inputting complaint and compliment information could result in incorrect data being used for decision making and allocation of resources, delayed or insufficient services, and loss of confidence in the services provided by GRT. RESPONSIBILITY FOR SUPERVISION OF STAFF & OTHERS: N/A CONTACTS & HUMAN RELATIONS: Internal: Receives guidance and direction from Supervisor Customer Service. Contacts and works with Information Technology Services staff to resolve computer and telephone system problems. Regularly contacts Transit Planners regarding route inquires, daily contacts and works with transit schedulers for specific schedule issues. Liaises with Transit Services Managers for the processing of related customer service complaints and to verify information; Works with Marketing and Fare program staff for upselling of transit products and promotions. Provides information to and exchanges administrative related information with Division staff daily. External: Responds to inquiries from and provides complex route, detailed schedule, fare, and policy and procedure information to the general public, various non-profit agencies, and associations Resolves customer issues and assists customers with locating appropriate staff or local municipal offices. Contacts specific customers to follow-up on complaints and to advise client base of new services and changes to services.

4 EFFORT (Mental, Physical): Work is performed in accordance with Regional policies and procedures established for the Region and the Transit Services Division. Performs work independently, keeping Supervisor, Customer Service informed of progress. Refers unique ridership circumstances, promotional details, and fare requests to the Supervisor, Customer Service. Analyses customer complaints and offers solutions, using established protocol. Judgment is needed to determine when a call should be forwarded to management staff for resolution. Ability to multitask and input data into HASTUS system and other various forms while processing a customer s inquiries or complaints. Responds to inquiries from the general public. Maintains current knowledge of all services, promotional events, campaigns, specials, routes, schedules, boarding and/or riding policies and procedures, including baggage, stroller, and wheelchair procedures, in order to appropriately inform GRT customers. Trip planning is often unique and occasionally complex, involving determining the best bus route, departure times, applicable transfers, and fare mediums. Prolonged sitting, heavy visual and auditory concentration, manual dexterity, accuracy, and quickness are required 80% of the time to process calls, look up information in manuals or on the computer, and provide information to the general public. Occasionally lifts and/or moves packages weighing up to 8 kgs. WORKING CONDITIONS: Work is performed in an open concept reception/lobby area, subject to frequent noise and interruption from staff and members of the public requiring assistance. Incumbent is alone in reception area for the first hour of each shift. Due to the nature of work, incumbent must use tact and diplomacy when dealing with complaints from difficult, irate, or verbally abusive customers, or when assisting customers with English as a second language or those who are mentally challenged. Changing shifts during peak seasons may be required to accommodate heavy phone inquiries during the quarterly service changes and to accommodate vacations and absences.

5 KNOWLEDGE, SKILL, & ABILITIES: Knowledge of call centre environment, office and administrative procedures, keyboarding, research techniques, information management, information technology, reading, writing, basic accounting, and mathematical skills, acquired through a secondary school education, business practices education or on-thejob-training, plus two years of directly related experience. Knowledge of Regional policies and procedures established for Transit Services policies as well as Regional, Departmental and Divisional organizational structures. Communication and human relations skills in order to respond to public inquiries effectively; to understand and explain a variety of information; to interact with angry customers using courtesy, patience, tact, and diplomacy; to provide quality customer service to clients at all times, and to participate as an effective team member. Time management and problem solving skills in order to respond correctly and efficiently to a high volume of calls and to anticipate situations and act accordingly. Demonstrated proficiency at an intermediate level in the use of a personal computer and software packages such as Microsoft Word, Excel, Access, Web based information tools and the internet. Skill in the operation of telephony software, including a telephone device for the deaf. Ability to support and project values compatible with the organization. Language Communication (Written & Verbal): Ability to communicate fluently in English using a strong, clear voice and proper diction; to provide information to the inquiring public regarding GRT services and procedures, as well as division activities, programs and procedures using various forms of communication, including a Telecommunication Device for the Deaf. Ability to read and apply guidelines, policies, and procedures from public timetables, GRT system map, marketing and promotional materials for programs and services, K-W Accessibility implementation plan, transit service standards manual, and transit business and marketing plans. Ability to synthesize and interpret web-based information. Ability to create statistical tables, forms, reports, notices, and letters according to established standards and formats. Ability to write summary reports on trends or changes in types of inquiries received.

6 - 6 - Position Incumbent: Name Signature Supervisor Director, Employee Services & Systems Commissioner Commissioner, Human Resources & Citizen Service