DATS Booking Agent
Top Benefits
About the role
**Do you take pride in your work? Do you enjoy conversing with the public?
Make a difference to the citizens of Edmonton!** Are you a customer service enthusiast with a knack for clear communication and a passion for helping people? The City of Edmonton's Paratransit Operations section within Edmonton Transit Service is looking for dedicated and compassionate individuals to join our team as DATS Booking Agents. In this role, you will be a vital link in providing essential transit services, ensuring our clients receive timely and courteous assistance. If you thrive in a fast-paced environment and are committed to making a positive impact, we encourage you to apply! DATS Booking Agents play a crucial role in delivering quality information and services to City of Edmonton citizens and DATS registrants. This position involves managing trip bookings, handling registrations, addressing commendations and concerns, and providing comprehensive information about DATS policies and procedures to customers. You will be the first point of contact for many clients, requiring excellent communication skills and a commitment to first-call resolution. This role requires accuracy in data entry and the ability to navigate various communication methods, including phone calls, emails, and occasionally accessibility communication tools like Nextalk and TTY machines. What will you do?
- Respond to inquiries and requests from clients, caregivers, and internal/external parties via phone, email, and sometimes Nextalk and TTY machines
- Provide first call resolution for customers, including actively listening, understanding client needs, assessing needs against DATS services, and educating customers on DATS policies
- Receive, process, and accurately record trip requests, changes, and cancellations
- Enter information for new clients, ensuring accuracy, completeness, and adherence to confidentiality requirements
- Respond to and document customer concerns and commendations
- Provide coverage for other call centre agents as needed
- Potentially train and assist in assignments related to Registration (new client inquiries/recertification, data entry) and Community Relations (intake of client concerns/commendations)
Qualifications:
- Completion of the twelfth (12th) school grade including business subjects related to general office practices or completion of an appropriate certificate program from an approved business school/college, such as a Call Centre certificate
- Minimum of two (2) years of diversified administrative experience, including providing customer information through telephone service
Assets:
- Training, coursework, or experience related to Call Centre Knowledge of Edmonton Transit Service (ETS), DATS services or paratransit
- Familiarity with applicable computer software, such as Trapeze (Scheduling and trip booking software), Google Workspace (Gmail, Calendar, etc) and the ability to learn and adapt to evolving technology
Skills required for success:
- Ability to work independently and professionally within a team environment.
- Ability to perform assigned tasks with a high level of accuracy
- Ability to work in a high volume, timeline driven environment
- Excellent verbal and written communication skills, including the ability to explain policies and procedures and provide customer service over the phone
- Excellent time management and organizational skills, with the ability to efficiently and effectively manage competing priorities and a large volume of work, and work under tight timelines
- Strong interpersonal skills and the ability to establish and maintain effective working relationships with a focus on collaboration
- Familiarity with applicable computer software, such as Google Workspace (Gmail, Calendar, etc), and the ability to learn and adapt to evolving technology
- Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
- Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:
- 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
- Applicants may be tested
Work Environment:
- This role requires work on Weekends, Statutory Holidays and availability to work shifts (7:00 a.m. to 7:00 p.m.) The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca . Learn more about our benefits https://bit.ly/COEbenefits
1 permanent full-time position and 1 permanent part-time position Hours of Work :
- Part-Time: Up to 20.5 hours per week
- Full-Time: up to 33.75 hours per week
S alary : $25.172 - $31.257 (Hourly); $44,346.770 - $55,067.020 (Annually) Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly. T alent Acquisition Consultant : AG/VH Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation. IND123
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.
DATS Booking Agent
Top Benefits
About the role
**Do you take pride in your work? Do you enjoy conversing with the public?
Make a difference to the citizens of Edmonton!** Are you a customer service enthusiast with a knack for clear communication and a passion for helping people? The City of Edmonton's Paratransit Operations section within Edmonton Transit Service is looking for dedicated and compassionate individuals to join our team as DATS Booking Agents. In this role, you will be a vital link in providing essential transit services, ensuring our clients receive timely and courteous assistance. If you thrive in a fast-paced environment and are committed to making a positive impact, we encourage you to apply! DATS Booking Agents play a crucial role in delivering quality information and services to City of Edmonton citizens and DATS registrants. This position involves managing trip bookings, handling registrations, addressing commendations and concerns, and providing comprehensive information about DATS policies and procedures to customers. You will be the first point of contact for many clients, requiring excellent communication skills and a commitment to first-call resolution. This role requires accuracy in data entry and the ability to navigate various communication methods, including phone calls, emails, and occasionally accessibility communication tools like Nextalk and TTY machines. What will you do?
- Respond to inquiries and requests from clients, caregivers, and internal/external parties via phone, email, and sometimes Nextalk and TTY machines
- Provide first call resolution for customers, including actively listening, understanding client needs, assessing needs against DATS services, and educating customers on DATS policies
- Receive, process, and accurately record trip requests, changes, and cancellations
- Enter information for new clients, ensuring accuracy, completeness, and adherence to confidentiality requirements
- Respond to and document customer concerns and commendations
- Provide coverage for other call centre agents as needed
- Potentially train and assist in assignments related to Registration (new client inquiries/recertification, data entry) and Community Relations (intake of client concerns/commendations)
Qualifications:
- Completion of the twelfth (12th) school grade including business subjects related to general office practices or completion of an appropriate certificate program from an approved business school/college, such as a Call Centre certificate
- Minimum of two (2) years of diversified administrative experience, including providing customer information through telephone service
Assets:
- Training, coursework, or experience related to Call Centre Knowledge of Edmonton Transit Service (ETS), DATS services or paratransit
- Familiarity with applicable computer software, such as Trapeze (Scheduling and trip booking software), Google Workspace (Gmail, Calendar, etc) and the ability to learn and adapt to evolving technology
Skills required for success:
- Ability to work independently and professionally within a team environment.
- Ability to perform assigned tasks with a high level of accuracy
- Ability to work in a high volume, timeline driven environment
- Excellent verbal and written communication skills, including the ability to explain policies and procedures and provide customer service over the phone
- Excellent time management and organizational skills, with the ability to efficiently and effectively manage competing priorities and a large volume of work, and work under tight timelines
- Strong interpersonal skills and the ability to establish and maintain effective working relationships with a focus on collaboration
- Familiarity with applicable computer software, such as Google Workspace (Gmail, Calendar, etc), and the ability to learn and adapt to evolving technology
- Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
- Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:
- 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
- Applicants may be tested
Work Environment:
- This role requires work on Weekends, Statutory Holidays and availability to work shifts (7:00 a.m. to 7:00 p.m.) The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca . Learn more about our benefits https://bit.ly/COEbenefits
1 permanent full-time position and 1 permanent part-time position Hours of Work :
- Part-Time: Up to 20.5 hours per week
- Full-Time: up to 33.75 hours per week
S alary : $25.172 - $31.257 (Hourly); $44,346.770 - $55,067.020 (Annually) Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly. T alent Acquisition Consultant : AG/VH Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation. IND123
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.