Retailer Support Representative

Retailer Support Representative

Retailer Support Representative will help support the management and day-to-day activities needed for the Charlie Card Retailer project. This position typically works under close supervision and direction.

Essential

Job Duties and Responsibilities:

• Maintains third-party retailers, this includes onboarding, training, on-site visits, and de-commissioning accounts.
• Answers retailer questions via phone, e-mail, and service tickets to resolve issues in a timely manner.
• Conducts Charlie Card Retail quality assurance checks, this may be over the phone or in-person visits where applicable.
• Compiles monthly, quarterly, and yearly retail reports.
• Supports Charlie Card Retailer recruitment.
• Installs retail equipment, on-site.
• Provides device maintenance and troubleshooting error messages assistance.
• Maintains good relationships with retailers, responding promptly to any concerns/issues/requests.
• Responds to customer feedback that relates to merchant shortcomings.
• Helps maintain master vendor lists with the most up-to-date information (address, email, phone numbers, contact people, etc.).
• Monitors device connections for retailers.
• Processes requests for retailer orders for fare media, receipt paper, etc.
• Other miscellaneous duties as identified by the Fulfilment and Retailer Support Manager.

Desired Qualities:

• A collaborative style and ability to work as part of a team
• Desire to learn, grow and succeed
• Strong interpersonal and communication skills (verbal and written)
• Excellent customer service skills
• Ability to make informed decisions
• Ability to consistently follow procedures with attention to detail
• Inclination towards problem-solving and willing to take personal initiative and be proactive
• Good numeracy skills
• Strong administration and organizational skills with the ability to work under pressure from time to time

Minimum

Job Requirements:

• Two years of account management, customer service or sales experience.
• Requires knowledge of Microsoft Word, Excel, and PowerPoint.
• Knowledge of the transit industry is desired.
• Must be able to multi-task, meet deadlines, function well within a team, and follow strategy and policy.
• Must be capable of quickly grasping new technological concepts and conveying their value to potential partners and clients.
• Valid driver's license and access to a reliable vehicle for retailer visits.

Cubic Pay Range:

$26.00 - $44.00 + benefits.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.