The Customer Service Clerk provides first level response in resolving customer inquiries and complaints, contributing to an exceptional experience for all customers relying on Green P facilities and services.
RESPONSIBILITIES
Respond to customer inquiries and complaints received through various channels – telephone, e-mail, social media, etc. Resolve issues in a tactful and courteous manner. When necessary, direct customer inquiries to the appropriate internal Director, Manager, Supervisor, department, appropriate outside agency in a professional manner.
Liaise with technical staff and monitoring station personnel on issues concerning state of repair of parking equipment and field customer service requirements.
Address escalated complaints and concerns from customers and members of the public.
Compile customer service reference documentation and provide input and advice in the development of guides, tools, scripts, policies and procedural manuals for use by all TPA staff to continuously improve the effectiveness and achieve exceptional customer satisfaction with TPA’s services.
Recommend improvements to TPA’s services based on customer feedback.
Prepare general correspondence/reports/work instructions.
Investigate, process and administer customer refund requests.
Liaise with City of Toronto staff regarding parking requirements associated with film production, on-street vendor permits, and construction.
Liaise with the Toronto Parking Enforcement Unit in the investigation and resolution of Parking Infraction Notices and Parking Enforcement co-ordination.
Complete other duties as assigned.
QUALIFICATIONS:
Any combination of education, training and experience, which would provide the necessary knowledge, skills and abilities to undertake the responsibilities, would meet the qualifications for the position. Typically, they would be as follows:
Equivalent to high school, plus a work-related course of one academic year in duration. Course may provide specialized or applied knowledge in one occupational or specialized area.
1-3 years of experience.
Proficiency in use of computer applications, including client case management software, MS Office and MS Outlook an asset.
Previous experience in a Customer Service environment.
An understanding of City of Toronto parking regulations.
Must have a good work record, reliable attendance and punctuality.
Excellent oral and written communication skills, sound judgment, conflict resolution, problem solving and negotiating skills, able to deal with the public/staff in a courteous and tactful manner.
Excellent interpersonal skills with the ability to establish and maintain good working relationships.
Demonstrated initiative and able to work independently with minimum supervision.
Able to work under time constraints in a fast-paced environment.
Willing and able to work overtime.
Internal candidates: Employees must have at least one (1) year of continuous service in their current role to be eligible for application.
About the Toronto Parking Authority
Toronto Parking Authority (TPA) is the largest municipal parking operator in North America, third largest bike share operator and largest operator of municipally owned EV charging in Canada. At the Toronto Parking Authority, we aspire to create a seamless customer experience that delivers on choice, ease, and speed through the City. We are proud to be a major strategic asset for the City in supporting Toronto’s Mobility goals. Our advancements, such as enhancements to the Green P app, the expansion of Bike Share Toronto and establishment of a new systems operating centre reflect our commitment to innovation and service excellence.
