Customer Service Representative

Description:

Responsibilities

Responds to Compass fare media inquiries in-person, via email or over the phone. Receives and assists in resolving basic issues and complaints related to Compass fare media as well as general complaints. Monitors incoming mail and maintains Compass fare media inventory. Maintains and updates information in the Customer Relationship Management (CRM) system, forwarding technical issues to Compass call centre for resolution. Processing financial transactions for Access Transit. Processing all payments and responding to enquiries regarding fare infractions. Restocks bulk tickets, timetables, transit maps, and other brochures for front office. Locks entrance doors and closes blinds to office, locks safe and sets office alarm when leaving.

Qualifications

EDUCATION:

Requires Grade 12 or equivalent including courses in general office procedures, math, basic word processing and spreadsheet software and customer service.

EXPERIENCE:

Requires twelve (12) months previous experience in a customer service environment involving providing information and service to the public in a fast-paced environment, as well as the use of computerized point of sale (POS) systems and customer relationship management software.
A further period of up to six (6) months in the position to become familiar with the TransLink’s policies and procedures, as well as the transit system and services, travel zones and geography, and computer systems.

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.