Supervises the delivery of customer service and information for Grand River Transit (GRT) including: coordinating staff at terminal locations, ensuring training and eligibility programs for specialized transit services, and the dissemination and maintenance of current and accurate transit information. Responds to customer escalations regarding transit services and programs. Supervises customer consultative processes and prepares customer service reports to recommend changes to improve processes and enhance customer service delivery.
Knowledge, Skills & Abilities Required:
- Knowledge of customer service management, project management skills, statistical analysis and interpretation, report writing, financial reporting and reconciliation, normally acquired through a degree in Business Administration, Communications, Public Relations, or equivalent, plus significant, progressively responsible experience in customer service delivery, including customer service supervisory experience.
- Knowledge of and ability to comply with corporate policies, procedures, legislation (e.g., privacy, accessibility), collective agreement administration and labour relations principles and practices.
- Analytical, research, organizational, and problem solving skills to analyze and interpret focus group/survey data, caller information and call centre statistical data, resolve issues/complaints, monitor and assess efficiency and effectiveness of customer service, and formulate recommendations for service enhancement.
- Human relations, facilitation, and communication skills to advise, supervise, instruct, and train staff in specific work methods or procedures; motivate staff to achieve goals and objectives; conduct customer focus groups sessions; respond to complaints, inquiries, and requests, sometimes involving politically sensitive issues, using tact and diplomacy; and participate as an effective team member.
- Ability to read and interpret policies, procedures, customer complaints, collective agreement, system operator manuals, and statistical data. Ability to write clear, concise correspondence, technical data relating to software failures, recommendations for new technology, reports, and related policies and procedures.
- Computer skills with ability to use software such as Microsoft Office, a document management system, and call centre technology. Familiarity with point of sale systems.
- Ability to travel to locations within and outside Waterloo Region.
- Ability to support and demonstrate the Region’s values.
Please apply online, by the closing date May 20, 2021 quoting competition number 2021-1605.