Retailer Support Representative

Job Summary

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.

• 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.

• 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

• 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.

$26.00 - $44.00 + benefits.

Employee

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.