Customer Service Advisor

About the Position

HRM is inviting applications for a for the temporary (up to 18 months), full-time position of Customer Service Advisor in the Planning & Customer Engagement division of Halifax Transit. Halifax Regional Municipality (HRM) is committed to reflecting the community it services and recognizing Diversity and Inclusion as one of the Municipality's core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.       

Under supervision of the Manager, Programs & Engagement, Halifax Transit, the Customer Service Advisor will address a wide variety of Halifax Transit customer service related inquiries, including inbound phone calls escalated from the HRM 311 Call Centre, inquiries forwarded from the Mayor’s & Councillors' office and other HRM departments, and through the halifax.ca website. 

Halifax Transit provides approximately 19 million trips annually. The HRM Corporate Call Centre forwards approximately 9,000 calls a year which require further action and investigation by transit staff. With an ever- increasing number of services, facilities, employees and ridership, the number of customer inquiries and complaints requiring follow-up by transit staff are predicted to increase accordingly. These escalated calls all require time- sensitive and personalized responses.

DUTIES AND RESPONSIBILITIES:

• Responds; researches and provides accurate Halifax Transit customer service follow-up by way of verbal call-backs or in writing in a timely, courteous, and professional manner to passengers, elected officials, HRM staff, outside businesses, and/or the public. 
• Liaises with Halifax Transit Supervisors and Managers to respond to escalated response situations.
• Assists with upkeep of  the Halifax Transit Cityworks database.
• Provides assistance for social media responses to address public inquiries, and in some cases, posts service related information as required.
• Coordinates regular distribution of Halifax Transit Customer service materials including Route Maps, Riders' Guides, newsletters, and fare information to independent transit retail outlets, transit centres, libraries, HRM community centres, and community partners. 
• Arranges for the regular distribution of Halifax Transit Customer Service materials and flyers on-board transit fleet, including conventional fixed route, Regional Express, Access-A-Bus and the Ferry Service.
• Participates in public information and engagement events such as trade shows, university orientations, transit service launches and travel training sessions.
• Assists in conducting customer surveys for internal business units and/or service marketing with external customers.
• Undertakes administrative responsibilities such as emailing, developing customer response letters, and general transit operational procedures, such as authorizing ticket disbursements for non-profit agencies.
• Conducts research on HRM and transit services to support transit staff.
• Performs other duties as assigned.

Qualifications

Education and Experience:

• Two year Diploma from a recognized educational institution in Office/Business Administration preferably in the Public Relations or Marketing field or a suitable combination of training and experience.
• Three years of experience in a customer service field (within the last 5 years) dealing directly with customer service inquiries & investigations.
• Demonstrated knowledge of HRM’s operations, business unit functions and procedures.

Technical  / Job-Specific Knowledge and Abilities: 

• Excellent written and oral communication skills.
• Knowledge and training in customer service.
• Thorough knowledge of current computer technology relevant to office administration through Windows; Word processing and spreadsheets.
• Ability to meet deadlines.
• Proficient in use of information-based technology and software including Word, Windows, Excel, PowerPoint, Outlook and internet/intranet software.
• Ability to enter and maintain data accurately.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check. 

Please note - Testing may be conducted as a component of the selection process to assess technical and job-specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion. 

COMPETENCIES: Communication; Customer Service; Teamwork and Cooperation, Valuing Diversity. 

WORK STATUS: Temporary (up to 18 months), full-time.

HOURS OF WORK: Monday-Friday, 8:00am-4:00pm, 35 hours per week. 

SALARY: Level 5, Union (NSGEU 222), $29.40. 

WORK LOCATION: 1791 Barrington Street, Halifax, NS, 12th Floor (TD Building)

CLOSING DATE: Applications will be received up to 11:59 pm on Sunday, May 12, 2024. 

This is a bargaining unit position. External applications will only be considered if there are no qualified bargaining unit candidates.

Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted. During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process. 

About the Company

Halifax Regional Municipality
1969 Upper Water Street, Suite 800
Halifax, Nova Scotia B3J 3A5

Company Contact

Shelley Aube Thomson
aubeths@halifax.ca
Preferred Contact: https://sjobs.brassring.com/TGnewUI/Search/Home/Home?partnerid=25749&siteid=5764#jobDetails=759375_5

Documents to be Forwarded

• Resume
• Cover letter