DATS Customer Care Centre Agent 150 Day Appointment Job Listing at City of Edmonton in Edmonton, AB (Job ID 52727)

Description

DATS (Dedicated Accessible Transit Service), the Paratransit Section of Edmonton Transit Service (ETS), is currently looking for a DATS Community Relations Agent to assist with delivering door-to-door public transportation.

Reporting to the Team Lead, Community Relations, this position is accountable for receiving and documenting all incoming information related to commendations and complaints. This position is also responsible for providing general information related to DATS' service standards and for documenting, processing and resolving commendations and complaints and/or escalating them to the Team Lead for follow-up and resolution.

What will you do? 

• Provide information related to DATS service standards
• Answer or retrieve messages from the commendations and complaints line related to DATS
• Confirm and update client-related information in the Trapeze system
• Document all information related to a commendation or complaint received from a client, or operator in the Trapeze system
• Conduct initial investigation activities by collecting detailed information, reviewing the issue, and performing checks on the information provided
• Resolve issues, or forward them to the appropriate supervisor for follow-up
• Work with the teams within DATS to resolve client issues, including safety issues
• Send correspondence to clients related to commendations and complaints
• Provide administrative support to Community Relations' stakeholder engagement activities
• Other related duties as required