Customer Service Representative in Fort McMurray

The Regional Municipality of Wood Buffalo (RMWB) is looking for passionate, skilled and forward-thinking individuals to join our Public Works Department — a team that keeps our region running smoothly every day. From road maintenance and fleet management to park enhancements and snow clearing, our Public Works team plays a critical role in daily life across the region. We’re seeking a hands-on professional who is committed to public service, enjoys meaningful work and excels in fast-paced environments.

Under supervision of the Dispatch and Customer Service Supervisor, Municipal Transit, the Customer Service Representative will deal with a wide variety of transit customer service related inquiries, including inbound phone calls, calls escalated from the communications centre, and other internal departments. Municipal Transit is a direct customer based service provider in which customer inquiries and complaints require further action and personalized responses in a timely manner.

RESPONSIBILITIES:

• Receives, documents, researches, responds, and provides accurate transit customer service as it relates to transit service issues, complaints, or inquiries in a courteous and professional manner following the procedure for inquiry escalation.
• Reviews time cards for unionized employees to ensure accuracy.
• Liaises with transit supervisors and managers on escalated response situations.
• Assists with upkeep of transit information.
• Arranges for the regular distribution of transit customer service materials including maps, schedules, and fare information to all transit outlets.
• Coordinates public information displays and represents transit customer service interests in a professional manner at trade shows, university/college orientations, transit service launches, and other internal & external events.
• Assists in conducting customer service satisfaction surveys for internal business units and/or service marketing with external customers.
• Performs other duties as assigned.

QUALIFICATIONS:

• Excellent written and oral communication skills.
• Knowledge and training in customer service.
• Proficient in use of information-based technology and software including Word, Windows, Excel, PowerPoint, Outlook and internet/intranet software.
• Ability to enter and maintain data accurately.
• Ability to meet deadlines.
• Demonstrated knowledge of Municipal operations, business unit functions and procedures.
• Proven customer service skills through work or community involvement.
• Willing to assist in a professional, friendly and efficient manner.

EDUCATION AND EXPERIENCE:

• High school diploma or GED equivalent is required.
• Experience in a transit / transportation industry would be considered an asset.

OTHER REQUIREMENTS:

• Submission of a Criminal Record Check.

SAFETY:

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible for understanding and actively participating in the RMWB’s health and safety management system, including all policies, practices, procedures, as well as properly utilizing all control measures including the required use of personal protective equipment.