Customer Care Representative at Metrolinx

Job Details

Salary

$19.65 an hour

Job type

Part-time

Full Job Description

Start Rate (Non-negotiable): $ 19.65 per hour

Training Rate (Non-negotiable

Contract up to 18 months

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system to get people where they need to go, better, faster, and easier. Metrolinx is an agency of the Government of Ontario.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

Our Customer Care Office is seeking applications for a Part-time Customer Care Representative position for a contract of up to18 months who will be responsible for providing first-contact resolution for customers of Metrolinx’s public transit systems and services who contact the Customer Care Office with questions and concerns.

What will I be doing?

• Responds verbally and in writing to customer inquiries through various communication channels, including social media networks such as Twitter and Facebook.
• Provides information and refers customers, when necessary, to appropriate outside offices, such as other public transit companies.
• Exercises effective listening skills and empathy to determine the nature of each call, anticipates customer needs, and provides resolution at first point of contact to meet customer’s travel requirements, including trip planning, schedule, fare, station, and policy information.
• Establishes and maintains rapport with customers by using probing techniques to guide call and identify issues/concerns.
• De-escalates any potentially volatile situations while providing customer service excellence.
• Compiles information for group travel, special needs requests and coordinates with peer representatives in Station Operations, Bus Operations, and Rail Operations to ensure the delivery of the best possible customer service experience.
• Provides corporate switchboard service ensuring transfer of incoming calls to the appropriate office/extension.
• Uses all available systems and resources quickly and accurately to respond to and action, customer inquiries in an efficient manner.
• Maintains current knowledge of new policies, procedures, and services.
• Understands and delivers on KPIs and performance expectations as outlined by Team Leader.
• Performs other duties as assigned by a Team Leader in Customer Care or designate.