Customer Service Representative -Transit Union

Job Summary

Our team is seeking a customer service representative to deliver enviable customer experiences and customer care support to MiWay customers and City of Mississauga residents.

Duties and Responsibilities

Reporting to the Supervisor, the CSR is responsible for:

• Utilizing a diverse range of resources, tools, and techniques to deliver precise, prompt, and comprehensive information to customers through face-to-face interactions, telephone, and digital platforms.
• Delivering customer service at various locations and on transit buses, involving extended periods of standing and walking in indoor and outdoor settings across all seasons.
• Addressing customer inquiries with empathy and diplomacy, consistently striving to provide exceptional service and memorable experiences.
• Receiving and processing lost and found items to ensure safe storage and reunite customers with their belongings.
• Collecting incident information from customers, completing detailed reports using various resources, assigning them to the appropriate teams, and conducting follow-ups as needed.
• Preparing accurate and timely customer feedback reports and responses.
• Participating in outreach activities to promote MiWay services and educate customers about transit changes.
• Updating and maintaining accurate information about transit service changes from various sources.
• Collaborating with transit teams to resolve customer concerns.
• Attending and actively participating in team meetings and training sessions.
• Performing self-evaluations and working with the Supervisor/Team Leader to set professional development goals and action plans.
• Undertaking additional responsibilities as assigned.

Skills and Qualifications

• Minimum Grade 12 education; post-secondary education preferred.
• At least five years of versatile customer service experience, including face-to-face interactions and/or call center support, with a proven ability to deliver exceptional service and resolve customer inquiries effectively.
• Ability to work independently with minimal supervision while demonstrating strong teamwork skills, sharing information, and collaborating to overcome challenges.
• Outstanding interpersonal and customer service skills with a strong commitment to delivering high-quality service and effectively communicating with customers.
• Proven experience handling difficult conversations, remaining calm, composed, and empathetic under pressure.
• Strong conflict resolution skills with a track record of diffusing challenging situations and achieving positive outcomes.
• Excellent verbal and written communication skills, with the ability to clearly articulate complex ideas and complete detailed reports.
• A customer-centric mindset, with a genuine desire to support and exceed customer expectations.
• Demonstrated ability to adapt quickly to changing circumstances and prioritize tasks in a fast-paced environment.
• Advanced skills in customer service, communication, teamwork, decision-making, adaptability, initiative, self-management, and accountability.
• Proficient in Microsoft Office and related software, with strong written communication skills for digital platforms.
• Fluency in English, including speaking, writing, and comprehension, essential for effective customer communication.
• Flexible availability, including weekends, early mornings, evenings, and holidays, to support seven-day-a-week operations.
• Ability to lift items weighing up to 30 pounds as required.