Customer Service Advisor

Responds; researches and provides accurate Halifax Transit customer service follow-up by way of verbal call-backs or in writing in a timely, courteous, and professional manner to passengers, elected officials, HRM staff, outside businesses, and/or the public.

Liaises with Halifax Transit Supervisors and Managers to respond to escalated response situations.

Assists with upkeep of the Halifax Transit Cityworks database.

Provides assistance for social media responses to address public inquiries, and in some cases, posts service related information as required.

Coordinates regular distribution of Halifax Transit Customer service materials including Route Maps, Riders' Guides, newsletters, and fare information to independent transit retail outlets, transit centres, libraries, HRM community centres, and community partners.

Arranges for the regular distribution of Halifax Transit Customer Service materials and flyers on-board transit fleet, including conventional fixed route, Regional Express, Access-A-Bus and the Ferry Service.

Participates in public information and engagement events such as trade shows, university orientations, transit service launches and travel training sessions.

Assists in conducting customer surveys for internal business units and/or service marketing with external customers.

Undertakes administrative responsibilities such as emailing, developing customer response letters, and general transit operational procedures, such as authorizing ticket disbursements for non-profit agencies.

Conducts research on HRM and transit services to support transit staff.

Performs other duties as assigned.

Two year Diploma from a recognized educational institution in Office/Business Administration preferably in the Communications field or a suitable combination of training and experience.

Three years of experience in a customer service field (within the last 5 years) dealing directly with customer service inquiries & investigations.

Demonstrated knowledge of HRM’s operations, business unit functions and procedures.