DATS Customer Care Centre Agent 150 Day Appointment
Top Benefits
About the role
Job Number**:** 52727
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.
What will you do?
- 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
Assets:
- Completion of a Call Centre Training Program
- Knowledge of Edmonton Transit Service (ETS)
- Familiarity with Trapeze, or other paratransit software applications
Skills required for success:
- 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
- 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:
- 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.
Up to 1 temporary part-time position up to 150 days
Hours of Work: 20 - 30 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: $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.
Talent Acquisition Consultant: AG/VH
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
IND123
Classification Title**:** Clerk II
Posting Date**:** Jun 19, 2025
Closing Date**:** June 26, 2025 11:59pm (MDT)
Number of Openings (up to)****: 1 - Temporary Part-time
Union : CSU 52
Department**:** Edmonton Transit Service
Work Location(s)****: Percy Wickman Garage (DATS), 5610 - 86 St Edmonton T6E 2X3
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 Customer Care Centre Agent 150 Day Appointment
Top Benefits
About the role
Job Number**:** 52727
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.
What will you do?
- 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
Assets:
- Completion of a Call Centre Training Program
- Knowledge of Edmonton Transit Service (ETS)
- Familiarity with Trapeze, or other paratransit software applications
Skills required for success:
- 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
- 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:
- 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.
Up to 1 temporary part-time position up to 150 days
Hours of Work: 20 - 30 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: $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.
Talent Acquisition Consultant: AG/VH
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
IND123
Classification Title**:** Clerk II
Posting Date**:** Jun 19, 2025
Closing Date**:** June 26, 2025 11:59pm (MDT)
Number of Openings (up to)****: 1 - Temporary Part-time
Union : CSU 52
Department**:** Edmonton Transit Service
Work Location(s)****: Percy Wickman Garage (DATS), 5610 - 86 St Edmonton T6E 2X3
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.