REGION OF WATERLOO JOB DESCRIPTION TITLE: CUSTOMER SERVICE AGENT (GRT) JOB CODE: R00881

Transcription

1 REGION OF WATERLOO JOB DESCRIPTION TITLE: CUSTOMER SERVICE AGENT (GRT) JOB CODE: DEPARTMENT: TRANSPORTATION & DIVISION: TRANSIT SERVICES ENVIRONMENTAL SERVICES UNION: CUPE 1883 REPORTS TO: ASSISTANT MANAGER, PASSENGER FACILITIES REVISED: March 13, 2002 GENERAL PURPOSE: Provides telephone and counter service to transit customers, including intercity bus travel to Canadian and United States destinations, sale of Grand River Transit (GRT) bus passes, photo identification, maps, confectionary, and freight, as well as provision of general transit information. MAJOR RESPONSIBILITIES: Acts as a central resource for public inquiries and provides telephone and counter service to transit customers. Provides general information or redirects calls as required. Hands out bus schedules and provides bus scheduling information, sells Grand River Transit bus passes, photo identification, and maps. Also sells convenience items, including confectionary and lotto tickets, and any other items deemed appropriate by Grand River Transit. Operates a bus parcel express counter. Receives parcels for express freight, completes necessary forms, inputs related data to computer, and generates BPX bills. For parcels arriving at the terminal, notifies consignee and provides instructions as required to arrange pick up. Loads and unloads carts. Tracks and locates missing parcels, as required, using the computer to identify the originating location and track the shipping route, including interim destinations/transfer locations, until the parcel is located. Notifies Greyhound of damaged parcels by completing and submitting appropriate claim forms. Sells intercity (Canadian and United States) bus tickets. References geographic information manuals and Internet as required, determines appropriate route for customer's needs, verifies schedule, makes recommendation to customer, applies appropriate fare to ticket sale, and inputs related data to computer for ticket sale. Dispatches inter-city buses in accordance with established schedules and announces departures using a public announcement system. Notifies inter-city carrier dispatch of delayed or held buses. Ensures lockers are emptied at end of each day and completes an inventory sheet daily. Removes from lockers any locks in place for over 24 hours, and collects storage monies from customers when they return to claim their property. Maintains a Lost and Found box for items of value, including wallets, cd players. Receives items and retains or forwards to transit office, as applicable. Verifies ownership when items are claimed, including detailed description of the item and its contents or appropriate identification. Maintains a log of items received and

2 2 claimed. Periodically gathers unclaimed items for donation to local agencies. Produces daily sales activity reports as well as completes inventory of locker revenues, and submits to Senior Terminal Clerk for audit/verification. Performs other related duties as assigned. RESPONSIBILITY FOR MATERIAL/FINANCIAL RESOURCES: Maintains and monitors a cash float of a value deemed appropriate by GRT, to a maximum of $1000. Handles incoming cash/cheques/credit cards from customers for sales transactions ranging $2,000-$10,000 daily. Reconciles daily cash receipts; balances cash and transactions to computer tape. Completes daily cash report and deposit slips for verification by Senior Terminal Clerk. Ensures that ticket computer, bus parcel express scale, facsimile machines, and photo terminal/printer used for own work are maintained in good working order. Advises Senior Terminal Clerk when significant repairs are required. Maintains an accurate inventory of inter-city tickets, transit passes, and maps sold. Notifies Senior Terminal Clerk when additional inventory is required. NATURE & IMPACT OF ERROR: Incorrect information in response to public inquiries could result in inappropriate action being taken by a transit customer, customer complaints, negative public image, a loss of passenger revenues from current passengers, loss of revenues from potential passengers who choose alternate methods of transportation, a loss of confidence in the services provided by the division, and embarrassment to the Region. Incorrectly applying fares would result in incorrect customer billing which could result in financial loss to the Region, negative public image, embarrassment to the Region, and a loss of confidence in the services provided by the division. Incorrect handling of bus express parcels could result in parcels being lost or given to the wrong individual, financial loss to the Region, legal action, and negative public image. Failure to follow security and cash handling procedures could result in theft or loss. RESPONSIBILITY FOR SUPERVISION OF STAFF & OTHER: N/A

3 CONTACTS & HUMAN RELATIONS: Internal: Has daily contact with Senior Terminal Clerk and periodic contact with Assistant Manager, Passenger Facilities to receive instruction or obtain clarification. Occasionally contacts Supervisor, Transit to convey customer complaints regarding bus service, transit customer amenities. Requests cleaning services from custodial staff daily. External: Responds to inquiries and receives complaints from members of the public daily. Has occasional contact with inter-city carrier drivers and managers to exchange information and/or address delay or holding of buses. Occasionally requests assistance from Police and/or emergency medical services. EFFORT (Mental, Physical): Work is performed in accordance with Regional and departmental policy and procedures. Responds in person to inquiries from the public while operating a multi-line telephone, responding to inquiries, or redirecting calls as required. Answers and processes calls amid noise and activity throughout the terminal. References several manuals when providing route, schedule and fare information regarding local, Canadian, and United States bus travel. Consults with and accepts direction from appropriate designated staff regarding unique situations, referring any bus pass authorization, significant complaints, issues outside regular or standard procedures, and interpretation/clarification of information contained in manuals to Senior Terminal Clerk. Work requires a range of movements -- prolonged sitting/standing, bending or stooping and occasional walking. Regularly lifts parcels, typically weighing up to 40 lbs. Simultaneous visual and auditory concentration, manual dexterity, accuracy, and quickness are required when looking up information in the manuals or on the computer. WORKING CONDITIONS: Work is performed in a sales kiosk/office within a transit terminal, subject to peak periods and deadlines for transit customer service. Incumbent is exposed to rotting food, wet clothing, and odours when emptying onsite public lockers; exposed to dirt and dust when handling parcels; also encounters mentally challenged, inebriated and/or homeless individuals occupying the terminal, occasionally exposing incumbent to verbal abuse and/or threats of physical assault. Regularly works shifts, including afternoons, weekends, and statutory holidays.

4 KNOWLEDGE, SKILLS, & ABILITIES: 4 Knowledge of office procedures, keyboarding, Canadian geography, reading, writing, basic accounting, mathematical skills normally acquired through the attainment of a Grade 12 secondary school education, business practices education, or on-the-job training, plus two years customer service experience in a fast paced environment. Proven skills in the operation of a personal computer and knowledge of software packages such as Corel WordPerfect, Point of Sale, Photo Express, Internet Explorer, and ability to do cash balancing using Microsoft Excel. Human relations skills in order to manage public inquiries in a tactful and professional manner, and to recognize and defuse unpleasant or difficult contacts, in order to gather and/or provide required information. Decision making skills to process requests according to established procedures. Must provide an acceptable Police Records Check in order to prove bondability. Ability to work independently and to adapt to frequently changing priorities. Language Communication (Written & Verbal): Completes parcel express forms and records. Ability to provide information to the inquiring public about all transit services and procedures. References various manuals when providing route, schedule and fare information regarding local, Canadian, and United States bus travel.

5 5 Position Incumbent: Name Signature Supervisor Director, Employee Services & Systems Commissioner Commissioner, Human Resources & Citizen Service