Customer Service Agent (Transit)

Customer Service Agent (Transit)

Job Number: 3011
Job Type: Casual
Location: 105 King St E - GRT Customer Service Centre
Job Category: Transportation
Number of Positions: 1
Department: Transit Customer Service
Division: Transportation Services
Hours of Work: 35
Grade: CUPE 1883 Grade 005
Salary Range: $28.21 - $31.92 per hour
About Us!

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051 Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community The Role Provides customer service to the public, including selling transit fares and related products and providing trip planning assistance Duties/Responsibilities Provides customer service and sells transit services/products (e.g., tickets, passes, maps). Takes photos for passes. Provides information and asks questions to identify service needs, provide fare and route options, and promote services, including self-service options. During service peaks greets customers and organizes customer flow to support efficient operations Provides trip planning assistance to the public by using route schedules, maps, the Internet, and related information (e.g., detour notices) Maintains resources to ensure current information is posted and available to the public (e.g., detour notices, maps, schedules) Maintains product inventory. Notifies Customer Service Coordinator and supervisor of low stock, and orders for same Maintains lost and found. Logs items received and claimed. Contacts owner where possible, sends personal identification to official offices. Sorts unclaimed items for donation Processes and reconciles daily payments/transaction, and forwards activity reports to Customer Service Coordinator. Maintains a cash float Maintains equipment in good working order (e.g., point of sale machine). Arranges servicing with vendor or notifies Customer Service Coordinator and supervisor and when significant repairs are required. Submits ITS and facilities requests Performs related duties as assigned.
Knowledge, Skills, and Abilities Knowledge and understanding of customer service practices, keyboarding, and basic accounting/math skills acquired through a Grade 12 education, plus 2 years of related experience in a fast-paced customer service environment Knowledge of and ability to comply with policies and procedures

Communication and customer service skills to respond to inquiries from the public/customers regarding transit services, products, and procedures; recognize and de-escalate unpleasant or difficult situations; ask questions/obtain information to understand customer needs, provide assistance, and promote services/products; and participate as an effective team member Ability to read and reference route, schedule, and fare information and manuals. Ability to complete forms and records (e.g., service requests, logs) Ability to work independently and adapt to changing priorities Computer skills with ability to use software such as Microsoft Office, the Internet, a point of sale machine, and customer service system Must provide an acceptable Police Information Check (Level 2) for bondability Ability to work shifts, including afternoons, weekends, and statutory holidays as part of a regular schedule Ability to support and demonstrate the Region’s values.
The Region of Waterloo is an equal opportunity employer dedicated to an inclusive and accessible recruitment process. We actively encourage applications from diverse groups, including Black, racialized, First Nations, Métis, Inuit individuals, women, people with disabilities, and 2SLGBTQIA+ persons, and are committed to equity, diversity, accessibility, and inclusion in the workplace For an accommodation request, please contact us and we will work with you to meet your accessibility needs. Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400 to request an alternate format, or email [email protected] Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular)