Coordinator, Customer Relations - Temporary 18 months

Description

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure and reservation system, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.

Reporting to the Senior Manager of Customer Relations, the Coordinator supports the team by managing various tasks, allowing Customer Relations Officers to focus more on addressing customer issues. This role involves coordinating tasks essential for resolving complaints, sharing relevant feedback with internal departments, and documenting follow-ups.

Responsibilities

Internal and External Communication:

• Sends acknowledgement emails to customers;
• Shares customer complaints with the relevant Business Units for their internal follow-up;
• Requests feedback and updates cases with additional information received;
• Sends various forms to customers;
• Carries out pre-approved mass email communications as requested.
  
  

Social Media Monitoring

• Monitors Social Media activities;
• Flags sensitive content or situations that could affect VIA Rail’s reputation on Social Media.
  
  

Reporting And Data Entry

• Regularly collects, tracks and prepares reports as needed;
• Creates Travel Vouchers upon request from the Customer Relations team;
• Handles the triage and coordination of Customer Feedback Forms (CFF).
  
  

Travel Ban Documentation

• Maintains documentation and updates files for passengers who have received a travel ban;
• Monitors for upcoming reservations from these passengers.
  
  

Publishing Bulletins

• Provides support to the Documentations Officer with publishing pre-approved bulletins upon request.
  
  

Requirements

• High school diploma and 1-3 years of relevant experience required;
• Strong oral and written communication skills in both official languages;
• Good knowledge of: Salesforce, Everest / ReserVIA, Microsoft Office and Genesys Cloud;
• Strong interpersonal skills;
• Excellent organizational skills with proven accuracy, reliability, attention to detail and completeness in job accomplishments;
• Ability to be proactive, self-motivated, and autonomous;
• Ability to work in a team setting and individually;
• Problem-solving: Works efficiently with all internal and external stakeholders;
• Develop solutions to common and/or uncommon problems;
• Ability to manage multiple priorities at the same time and remain calm under pressure;
• Knowledgeable about Social Media trends and etiquette;
• Knowledgeable about VIA Rail’s policies, operations, products & services;
  
  

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Why choose VIA Rail?

• Competitive salary and a generous compensation and benefits package;
• Flexible options for hybrid remote work;
• A close knit team of happy co workers;
• Numerous opportunities for career advancement;
• An environment that supports employee health and well being;
• A wide range of health and wellness benefits for employees and their families, including unlimited telemedicine service;
• To contribute to a sustainable transportation service connecting Canadian communities;
• First as an employer of choice and as the most trusted carrier among transportation companies in the 2022 Canadian Reputation study published by Leger.
• Learn more about VIA Rail: https://corpo.viarail.ca/en/company
  
  

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!