Customer Information Agent

Description:

Working on a shift basis, receives and responds to inquiries (via telephone, live chats or any other channel) including complaints and commendations from the public regarding the Lower Mainland transit service.

This includes providing schedules, routing, nearest departure points, transfer points, vehicle and station identification, timing, fares, passes, lighting conditions, bus shelters, points of interest, landmarks, website and next bus inquiries, explaining TransLink and CMBC policies, service deficiencies, fare over payment, incorrect change given by ticket machines utilizing the computerized Customer Information (CI) system; SeaBus, SkyTrain and West Coast Express utilizing the computerized Customer Information (CI) system; provides telephone numbers for other public transportation companies within the province; and other functions such as recording timetable requests, lost property etc.

Qualifications

EDUCATION:

Requires Grade 12 graduation where the ability to communicate orally, comprehend customer queries and relay a variety of detailed bus information has been acquired.

EXPERIENCE:

Requires six (6) months previous experience in a customer service position involving the provision of information and/or assistance to the public in a continuous, paced environment.

A further period of up to six (6) months in the position is required to gain knowledge of routes, services, passes, transfers etc. and to become familiar with the seasonal and cyclical requirements of the position.

A formal training period of approximately five (5) weeks, including training in the operation of specialized computer software, is included in this latter period.

Other Information

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.