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Customer Relations Agent - Call Centre

Location: Victoria, BC

Employment Type: Casual 

Union: MOVEUP 

Salary: MoveUp Group 06, MIN $3,973.00 - MAX $4,768.00 

Closing Date (MM/DD/YYYY): 05/18/2022 

 

Are we right for you...

We’re passionate about helping to reduce congestion in our communities and bringing innovation to public transportation wherever we can including electrifying our fleet, introducing new bus lanes between Colwood and Downtown and exploring mobile payment options, to name just a few.
It’s an exciting time to be in the transit industry and we’re looking for creative and passionate people to join our team. Not only would you be joining an engaged organization but you’d also get to enjoy flexible work arrangements, extended benefits and a pension plan as just a few of the benefits BC Transit employees are eligible for. Keep reading to find out if this role is meant for you!

What you'll be doing...

As a Customer Relations Agent, you will exercise your stellar customer service skills, fielding public enquiries regarding transit service schedules, routing, nearest departure points, accessibility, fares, passes, complaints & commendations and BC Transit policy. These come through various channels, including telephone, mail and e-mail. You’ll also work out in the field as a Transit Ambassador, providing in-person customer service to patrons at bus stops, exchanges, and various locations within the Victoria Regional Transit system.

What you'll bring to the table...

  • Minimum of 6 months’ related experience dealing with the general public in person, on the telephone and via email in a customer service focused and fast paced environment
  • Minimum Grade 12 graduate
  • Excellent customer service skills
  • Effective problem solving skills
  • Effective, professional communication skills, both written and oral
  • Ability to diffuse distressed or angry customers on the telephone and in person
  • Ability to perform tasks that demand moderate dexterity in the accurate coordination of fine motor activities, where speed is a moderate consideration
  • Accuracy and efficiency in completing tasks and meeting timelines
  • Analytical skills
  • Mathematical aptitude
  • Demonstrated professional approach
  • Familiar with handling a multi-line telephone
  • Proficiency with computer applications including Outlook, Word, Excel and Oracle
  • Proficiency with a variety of software programs related to customer service and data entry and ability to post relevant information on website
  • Proficient in communicating over Social Media platforms (Facebook, Twitter, Instagram)
  • Knowledge of the Victoria transit system an asset
     

What we'll bring to the table...

  • Membership in a “Gold Plated” defined benefit pension plan, meaning it’s the best in the Province and one of the best in the country; putting you in a strong position when it comes time to retirement, when you reach 50% of your yearly maximum pensionable earning (YMPE) in a calendar year
  • Access to Fitness and Lifestyle Centers to help you take care of your physical fitness and health
  • Various programs that support employees such as an Employee Assistance Program and Health and Wellness initiatives and events aimed at fostering your mental health
  • A Corporate Learning and Development Program to help you in continuous career growth
  • An Employee Recognition Program where we all recognize each other successes (not just your Leaders!)
  • A Social Club that gives you access to events throughout Victoria

The physical requirements of the role...

  • The position requires the completion of a Post Offer Employment Test (POET).

What next steps could look like...

  • Interviews will take place between May 26th and May 30th, 2022
  • The position requires the completion of a Criminal Record Check or Vulnerable Sector Search.
  • An eligibility list may be established for future full time regular and temporary vacancies
  • If you have a disability which requires an accommodation during any stage of our recruitment process, please let us know how we can assist you

To keep our team members, customers and the communities we serve safe, we have introduced an interim Employee Mandatory Vaccination Policy intended to prevent the transmission of COVID-19.  BC Transit requires proof of being fully vaccinated as a condition of employment. Please be aware that your appointment to this position is conditional on meeting and maintaining the definition of being "fully vaccinated" as per the definition of Health Canada. Any employee providing false or misleading information, may be subject to disciplinary action, up to and including dismissal.

 

We believe that diversity of thought and experience fuels innovation. In keeping with this belief, we do not discriminate on any basis. We encourage all qualified candidates to apply. Should you require any accommodation or have questions, please let us know.

While we welcome all applications, we will only respond directly to those who are short-listed for a role. Thanks in advance for your understanding and wishing you all the best in your career journey.

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