DATS Booking Agent

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.

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.

• 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)

• 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

• 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

• 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…