Address
SalaryJOB INFORMATION
Requisition ID: 9043
Number of Vacancies: 1
Department: Marketing and Customer Experience (20000003) - Customer Service (30000564)
Salary Information: $80,189.20 - $100,245.60
Pay Scale Group: 8SA
Employment Type: Regular
Weekly Hours: 35 Off Days: Saturday and Sunday Shift: Day/Afternoon
Posted On: February 27, 2024
Last Day to Apply: March 4, 2024
Reports to: Customer Service Manager
Requisition ID: 9043
Number of Vacancies: 1
Department: Marketing and Customer Experience (20000003) - Customer Service (30000564)
Salary Information: $80,189.20 - $100,245.60
Pay Scale Group: 8SA
Employment Type: Regular
Weekly Hours: 35 Off Days: Saturday and Sunday Shift: Day/Afternoon
Posted On: February 27, 2024
Last Day to Apply: March 4, 2024
Reports to: Customer Service Manager
The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."
Career Opportunity
The incumbent oversees the receipt, documentation, storage and return of Lost Articles from TTC and attempts to return such items to their rightful owners. Responsible for the organization and operation of the monthly auction sales and donations, as well as departmental record documentation and financial bookkeeping.
What You Will Do
- Planning and organizing the work flow and ensuring that work assignments are properly completed;
- Responding to walk-in or telephone inquiries concerning Lost Articles;
- Preparing written responses to Customer Service Reports, and letters of inquiry from patrons regarding Lost Articles; by using a CRM system to respond to customer inquiries from Customer Service
- Verifying receipt of Lost Articles, assigning article codes and updating computer database of Lost Articles;
- Coordinating with third parties/charities and cataloging and packaging unclaimed Lost Articles
- Maintaining accurate payroll/vacation records for Section’s activities; and conducting Attendance Management meetings
- Assessing employee performance, hiring staff, administering discipline as required; and liaising with the Union and Union Shop Steward
- Monitoring monthly budget expenditures versus budget
- Ensuring good working relationships; internal and external stakeholders, such as, but not limited to, TTC Special Events, Corporate Communications, Transit Control, as well as Toronto Police, charities and other third party organizations
- Ensuring the safekeeping and replenishment of. working funds
- Creating and updating departmental procedures and practices
- Coordinate with Divisional/Clerical Management teams regarding tagged Lost Articles and updating/distributing Lost Article Handling procedures
- Designate Joint Health & Safety Management Co-Chair and represent management on behalf of the Customer Service Centre.
- Performs related duties as assigned
- Demonstrates behaviours that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.
- Candidate will be required to participate in the TTC Customer Service Ambassador Program.
What Skills Do You bring?
Train and instruct individuals and / or groups
Plan and organize activities / projects to meet section and organizational goals
Use office technology, software and applications
Create, document, and manage information and records
Communicate in a variety of mediums
Apply analytical skills
What Qualifications Do You Bring?
- Requires a sound knowledge of modern office procedures, practices and equipment.
- Must have a working knowledge of computers, a CRM database and related applications applicable to the work (Word, Excel, Mainframe)
- Must possess sound judgement; good organizational, interpersonal, analytical and problem solving skills; effective oral and written communication skills; and a courteous manner
- Requires the ability to supervise, motivate and train staff as well as coordinate activities of others to accomplish objectives
- Completion of post secondary education or the equivalent combined with several years of progressively supervisory experience
- Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.
What We Offer
- A defined pension plan
- A comprehensive benefits package that covers health, dental, vision and more
- Support for professional development opportunities through a broad range of learning programs that include in-person and online training, and leadership development
- Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
Commitment to EDI
The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.
The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.
We thank all applicants for their interest but advise only those selected for an interview will be contacted.
