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Manager of Customer, Community & Stakeholder Experience

First Transit Canada

This is a Contract position in Etobicoke, ON posted September 6, 2021.

Job Description: JOB PURPOSE: Under the supervision of the Managing Director, this position acts as the company representative for key stakeholders including agencies, committees, and the general public to positively promote and improve the HandyDART service.

Oversees the Customer Service Department to ensure complaints are handled professionally andefficiently MAJOR RESPONSIBILITIES: Sets a positive example for First Transit while acting as a corporate representative to various stakeholders.

Communicates and positively promotes the Company vision, values, and culture Engages and builds relationships with key stakeholder groups including various agencies, committees (such as UAC, HD Users Committee), focus groups, and the general public.

Attends relevant events and meetings.

Represents First Transit at all relevant Provincial, Civic and Community meetings Interfaces with all management levels and assists with the decision-making process regarding customer and service needs.

Regularly communicates with senior management issues that represent the best interests of the HandyDART ridership Gathers information on disability issues and communicates recommendations to the management team Educates customers and the general public on the best ways to use the system.

Provides insight regarding the differences between HandyDART and fixed route systems Oversees the operation of the Customer Service department including all Customer Service Agents.

Trains, supports, and guides the Customer Service agents to handle and close all internal and external complaints efficiently and follow up on Driver WRI””””s and other duties Investigates serious or sensitive customer service issues and reports findings to the senior management team and/or TransLink Facilitates employee training on how to handle difficult clients internally without escalating the call to a complaint.

Works with management to improve service resulting in decreased complaints Analyzes and reconciles complaint trends, finds root causes for common complaints, and implements service changes accordingly Refines the internal processes of the Customer Service Department on handling customer service complaints and commendations Enforces the passenger Code of Conduct and recommends corrective action to senior management Performs all other related duties as assigned MINIMUM EDUCATION & CERTIFICATIONS REQUIRED: Bachelors Degree EXPERIENCE & SKILLS REQUIRED: Three years of experience in conventional or paratransit operations with one (1) year in a supervisory capacity, or any equivalent combination of education and experience Conventional or paratransit specific knowledge Experience working in a unionized environment is an asset A basic understanding of the principles and practices of management and supervision Thorough knowledge of transit operations and administrative functions Ability to effectively prioritize tasks and manage time effectively Strong interpersonal skills in dealing with all stakeholders Excellent oral and written communications Proven problem solving and decision-making skills Ability to analyze data and write clear, concise reports Incumbent must be able to move about the office and in the surrounding company facility outside the office (e.g., bus parking lot); utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone Must possess a class 5 driver license to drive company or personal vehicle to travel within service area as needed to attend meetings Able to work a variety of hours as required First Canada is an equal opportunity employer