DATS Community Relations Agent

Job title: DATS Community Relations Agent

Job 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.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent service, you will:

• 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

Qualifications

• Completion of the twelfth (12th) school grade including business subjects related to data entry or completion of an appropriate certificate program from an approved business school/college
• Minimum two (2) years of diversified experience in general office practices with emphasis on providing customer information through telephone service
• Experience in client service/call centre environment
• Experience working with seniors and people with disabilities
• Knowledge of City of Edmonton area
• Proficiency in Google Applications and MS Suite
• Demonstrated ability to provide excellent customer service in a fast-paced environment
• Excellent time management and telephone skills are required
• Exceptionally strong communication (written and verbal), customer service, interpersonal and decision making skills and the ability to establish and maintain effective working relationships in a multidisciplinary team environment
• Exceptionally strong problem solving and conflict management skills are required
• Demonstrated ability to produce accurate work in a time sensitive environment
• Demonstrated ability to achieve results in the context of a respectful, inclusive and service-minded style
• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit
• Applicants may be tested

Assets:

• Completion of a Call Centre Training Program
• Knowledge of Edmonton Transit Service (ETS)
• Familiarity with Trapeze, or other paratransit software applications

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: .

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Employment@edmonton.ca.

Up to 1 permanent part-time position

Hours of Work: 20.25 hours per week. Successful candidates will be required to work on Weekends, Statutory Holidays and be available to work shifts (7:00 a.m. to 7:00 p.m.)

Salary: $23.664 – $29.385 (Hourly); $41,690.050 – $51,769.020 (Annually)

Talent Acquisition Consultant: SL/MZ

Click Here to Apply

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