Transit Customer Care Representative Job at City of Hamilton
About the City of Hamilton
Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
JOB POSTING
JOB ID #: 20110
Transit Customer Care Representative
Public Works
Transit
36 Hunter St. East, Hamilton
NUMBER OF VACANCIES: 1 Full-Time Temporary
UNION/NON-UNION: ATU Local 107 Inside
HOURS Of WORK: 37.50 per week
SALARY/HOUR: $26.650 - $31.350 per hour
- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.
STATUS/LENGTH: Temporary Up to 24 months
Job Description ID #: 5300
Vaccine Verification – As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.
Reports to the Supervisor of Fare Revenue. Responsible for providing information and orientation to applicants and existing passengers regarding specialized and conventional Transit programs, policies and services. This position is also responsible for initiating and maintaining client and subscription trip database records; cash sales of conventional and specialized (para transit) fare media; reconciling inventory of fare media and cash sales; and receiving and responding to customer contacts.
GENERAL DUTIES
Performs cash sales functions, collecting payment for services, selling Taxi Scrip and transit tickets and, balancing and reconciling inventory. Ensures deposits are made from all sources; count and reconcile cash and float receipts.
Provides information and orientation to program applicants and existing passengers using various methods of communications (e.g. telephone, email, fax and in person) regarding Transit programs, policies and services.
Provides courteous, accurate and timely responses to requests for general information regarding Transit functions, operations and procedures.
Performs preliminary review of forms and supporting documents to assure all pertinent information has been submitted.
Performs applicant interviews and makes determination on qualification for services.
Provides passenger orientation to services.
Operates digital photographic equipment, databases, and software associated with registration of passengers.
Maintains hard copy client files and populates electronic client databases with information required to provide personalized scheduled passenger services.
Creates and maintains passenger subscription trip master templates, making required changes to all template and live information to maintain personalized scheduled passenger service.
Creates custom reports by combining information from various sources to meet requirements for the division.
Receives and records contacts from the general public, all levels of management, elected officials, other departments, external agencies, other levels of government and contractors into Customer Service System Database.
Investigates and provides information to resolve contacts (customer feedback); utilize manual and electronic sources to access and provide information.
Supports the Supervisor as requested with on-the-job training to new and temporary employees, volunteers, in established section services, procedures and practices, and department policies and procedures.
Performs other duties as assigned which are directly related to the major responsibilities of the job.
QUALIFICATIONS
- Demonstrated experience in a customer service capacity, including balancing and reconciling inventory and cash, normally acquired through a combination of education and relevant work experience.
- Experience in and/or knowledge of accessibility and transit is an asset.
- Excellent customer service skills with a demonstrated ability to display tact and professionalism in dealing with applicants, passengers, supervisors, peers and elected officials.
- Strong empathy for, and understanding of the needs of, persons with disabilities and older adults.
- Effective verbal, listening and written communication skills are essential and ability to work with data, figures, and cash transactions and reconciliation is preferred.
- Demonstrated experience in a computerized work environment. Working knowledge of Microsoft Office (Word, Excel, and Outlook) and database software. Able to input, retrieve and manipulate data. Able to create reports by bringing information together from various sources. Knowledge of Trapeze PASS software would be considered an asset.
- Capable of assessing and taking appropriate action on changing priorities within the workplace.
THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.
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Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
We invite you to visit the departmental webpage to obtain further information on the culture and business of this department.
The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace.
It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants
The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.
Please Note :
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