Customer Service Coordinator (Transit Terminals)

Municipal Corporation Waterloo Regional Municpality of Waterloo

Length:  Full-time
Department/Division:  Transportation & Environmental Services/Transit Services
Hours of Work:  35 hours per week
Union:  CUPE Local 1883
Grade:  9
Salary/Wage:  $54,327.00 - $61,752.60 per annum/$29.85 - $33.93 per hour 
Location:  Grand River Transit Centre, 250 Strasburg Road, Kitchener
Closing Date:  July 3, 2020

Description of Duties: 

Coordinates the provision of customer service and sales at Cambridge and Kitchener transit terminals including: overseeing the work of Customer Service Agents, maintaining inventories and supplies for operations (fare products, cash/coins), and troubleshooting equipment/system issues. Prepares and reconciles daily revenues; and prepares related reports for management.


Knowledge, Skills & Abilities Required:  

•Knowledge of office and administrative procedures, North American bus markets/destinations, reading, writing, and basic accounting, acquired through a Grade 12 education plus 3 years of related transit and customer service experience –OR—a 2-year diploma in business or administrative services plus 2 years of related experience. 
•Computer skills with ability to use software such as Microsoft Word (including Excel), point of sale system, ticketing systems, photo systems, a document management system, and the internet. Ability to operate office equipment to effectively communicate with staff and suppliers. 
•Human relations skills to communicate information clearly and concisely with staff and the public; handle public inquiries and complaints (using tact and professionalism), and recognize and defuse unpleasant/difficult contacts to obtain/provide information; provide support, guidance, and training to Customer Service Agents; and participate as an effective team member. 
•Decision making, time management, and problem solving skills to reconcile daily sales and investigate discrepancies, respond to peaks and organize staff and customer flow to support efficient operations, and assess current practices and procedures to recommend new procedures/updates. 
•Ability to use manuals to obtain route, schedule, and fare information. Ability to complete forms and records; develop and write, proofread, format, and edit procedures, correspondence, documents, and reports.
•Ability to work rotating shifts as part of a set schedule during normal business hours.
•Ability to work independently and adapt to changing priorities.
•Ability to travel within Waterloo Region.
•Must provide an acceptable Police Information Records Check (Level 2) for bondability.
•Ability to support and demonstrate the Region’s values.

Please apply online, by the closing date Jul 03, 2020 quoting competition number 2020-1601.

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to diversity and inclusion. We encourage qualified applicants to apply and will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.

Alternate formats of this document are available upon request. Please contact the Service First Call Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.

Click here to view the job description pdf file.

The Regional Municipality of Waterloo,
Human Resources Department
150 Frederick Street, 3rd Floor,
Kitchener, Ontario N2G 4J3

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