DATS Booking Agent Job Listing at City of Edmonton in Edmonton, AB (Job ID 52807)

Description

Do you take pride in your work? Do you enjoy conversing with the public?
Make a difference to the citizens of Edmonton!

Are you a customer service enthusiast with a knack for clear communication and a passion for helping people? The City of Edmonton's Paratransit Operations section within Edmonton Transit Service is looking for dedicated and compassionate individuals to join our team as DATS Booking Agents. In this role, you will be a vital link in providing essential transit services, ensuring our clients receive timely and courteous assistance. If you thrive in a fast-paced environment and are committed to making a positive impact, we encourage you to apply!

DATS Booking Agents play a crucial role in delivering quality information and services to City of Edmonton citizens and DATS registrants. This position involves managing trip bookings, handling registrations, addressing commendations and concerns, and providing comprehensive information about DATS policies and procedures to customers. You will be the first point of contact for many clients, requiring excellent communication skills and a commitment to first-call resolution. This role requires accuracy in data entry and the ability to navigate various communication methods, including phone calls, emails, and occasionally accessibility communication tools like Nextalk and TTY machines.

What will you do?

• Respond to inquiries and requests from clients, caregivers, and internal/external parties via phone, email, and sometimes Nextalk and TTY machines
• Provide first call resolution for customers, including actively listening, understanding client needs, assessing needs against DATS services, and educating customers on DATS policies
• Receive, process, and accurately record trip requests, changes, and cancellations
• Enter information for new clients, ensuring accuracy, completeness, and adherence to confidentiality requirements
• Respond to and document customer concerns and commendations
• Provide coverage for other call centre agents as needed
• Potentially train and assist in assignments related to Registration (new client inquiries/recertification, data entry) and Community Relations (intake of client concerns/commendations)