Note: The job is a remote job and is open to candidates in USA. Metrolinx is connecting communities across the Greater Golden Horseshoe and operates GO Transit and UP Express. The Customer Service Officer is responsible for the day-to-day operations of customer-facing programs, providing administrative support, and delivering value-added customer service to both internal and external customers.
Responsibilities
- Administers the Reserved Parking Programs, Carpool Parking Program and Student I.D. Program in accordance with the prevailing policies, guidelines, terms and conditions
- Prepares and executes the Reserved and Carpool Parking billing and payment process, maintains billing and payment records, monitors outstanding payments, and responds to matters involving payment defaults to ensure accurate payment (e.g. obtaining current credit card information)
- Liaises with customers and staff at all levels to clarify terms & conditions and process all applications, cancellations and transfers related to the Reserved and Carpool Parking Agreements; addresses related enquiries made by customers and staff
- Coordinates and reports on the assignment and changes to allocated parking spaces to Regional Supervisors and maintains electronic records associated with the Reserved Parking and Carpool Parking Programs; liaises with Transit Safety and Compliance Services to address illegal parking and other illegal activities associated with the Reserved and Carpool Parking Programs
- Plans and coordinates administrative requirements (e.g. parking contract amendments, revised parking space assignments, station signage for parking changes) resulting from program related actions such as Reserved Parking price increases and relocations due to construction and Carpool Parking expansions
- Under supervision of the manager provides training and on-boarding for new and existing post-secondary institutions for GO Transit’s electronic Student I.D. application to promote the program and to provide detailed instruction for institutions to manage the application process
- Provides required support to post-secondary institutions participating in the Student I.D. Programs to ensure registrations are completed accurately and associated records (electronic and physical) are properly maintained and updated
- Receives, reviews and resolves all customer complaints related to the Reserved Parking, Carpool Parking and Student I.D. Programs
- Prepares reports specific to the Reserved Parking, Carpool Parking and Student I.D. Programs and provides insights to verify and ensure accuracy of parking allocation drawings and related corporate records
- Monitors the public sections of the GO Transit web-site related to the Reserved Parking, Carpool Parking and Student I.D. Programs and works with IT and other stakeholders to provide information and to ensure the accuracy and timely update of the web-site, as required
- Identifies required changes and upgrades to the program specific systems related to the position, and submits the work request with IT upon receiving approval from the manager to get them developed and implemented
- Under supervision of the manager participates in reviews of the Reserved Parking, Carpool Parking and Student I.D. Programs and provides input and expertise to identify efficiencies, changes and enhancements that improve the customer experience
- Tracks and reviews all property maintenance requests from Metrolinx staff at Head Office (97 Front Street West) and collaborates with SOC Plant Staff and third party service providers to define the required actions , including the submission of all Work Orders
- Reviews and updates relevant desk-procedures related to core activities of the position on a regular basis
- Performs administrative tasks and assists with procedural updates and reminders to staff as required
Skills
- High School Diploma and demonstrated level of reading, writing and learning skills normally attained through completion of high school
- Superior working knowledge of spreadsheets, payment processing and data base applications
- Demonstrated years of experience dealing with the public, providing solid experience in customer relations, and skills in: Interpersonal, oral, and written communications
- Working in a team environment
- Establishing professional customer service relationships with internal and external customers, partners and service providers
- Standard Office computer applications, such as word processing, spreadsheet, and data base administration
- Organizing and coordinating skills
- Must have valid Ontario Class “G” drivers license, and be able to meet corporate standards for a good driving record, in order to obtain a GO Transit Operator's permit
- Demonstrated ability to exercise sound judgment by applying corporate policies, procedures, collective agreements, and established guidelines to deliver high-quality customer service and resolve complex customer issues in a professional and timely manner
- Strong analytical and problem-solving skills, with the ability to organize daily work activities, manage competing priorities, and recommend improvements or modifications to program systems and processes to enhance service delivery
- Proven experience contributing to departmental planning and policy development by providing informed recommendations based on periodic reviews, stakeholder feedback, and a thorough understanding of customer needs, concerns, and operational requirements
- Ability to understand the organizational impact of decisions, including the consequences of errors in judgment, with a strong focus on accuracy, accountability, customer satisfaction, and protection of corporate reputation and revenue
- Demonstrated discretion and professionalism in handling sensitive and confidential information, with an understanding of privacy requirements and the importance of maintaining confidentiality in a customer-focused environment
Company Overview
Metrolinx, an agency of the Government of Ontario, is working to provide residents and businesses in the Greater Toronto. It was founded in 2006, and is headquartered in Toronto, Ontario, CAN, with a workforce of 5001-10000 employees. Its website is http://www.metrolinx.com/.
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