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On Call-Passenger Agent At City of Calgary

Location: Calgary, Alberta

Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. The City offers unique, diverse jobs and a variety of work locations. Together we make Calgary a great place to make a living, a great place to make a life.


As a Passenger Agent, you are responsible for providing the initial contact for customers requiring specialized transportation services. Booking requests by phone, this position provides information to customers regarding: service concerns, late vehicle inquiries, and interpretation of Calgary Transit Access (CTA) policies and procedures. Primary duties include:

  • Support Operation Controllers on the day of service by: answering customer inquiries; communicating with service provider operators and service provider offices; and advising customers of service delays.
  • Provide information on various CTA policies, process, and procedures, and explain any applicable limitations.
  • Use transit software to process trip requests for customers who are unable to use fixed route Calgary Transit services.
  • Process calls, interact with agencies, confirm trips, and maintain documentation for all requests.

Qualifications
  • A High School diploma or equivalency (e.g. GED) and at least 1 year of experience in a front-line customer service environment.
  • Basic working proficiency with Microsoft Office (Outlook, Word, and Excel).
  • Previous call centre experience, and experience working with people with cognitive or physical disabilities will be considered assets.
  • You demonstrate strong communication, problem solving, conflict resolution and customer service skills.
  • Success in this role requires the ability to maintain patience, and remain on task at an assigned station for extended periods of time.
Pre-employment Requirements
  • Applicants will be tested for appropriate skills.
  • A security clearance will be conducted.
  • Successful applicants must provide proof of qualifications.

Union: ATU Local 583


Business Unit : Calgary Transit
Position Type : 8 On-Call Positions
Location : 1417C - 33 Street S.W.
Compensation : $27.50 - 36.76 per hour (2017 rates)
Days of Work : This position works various shifts, including days, evenings and weekends.
Hours of work: On-call hours, based upon operational requirements
Audience : Internal/External
Apply By : December 20, 2018

Job ID # : 301550