Customer Relations Agent - Casual Pool

Customer Relations Agent - Casual Pool

We acknowledge with respect that BC Transit delivers our mission on the ancestral territories of Indigenous Peoples across British Columbia, and their historical relationships with the land continue to this day.

In Victoria, where our Corporate Office is located, our people are privileged to live and work on the unceded traditional territories of the Lək̓ʷəŋən peoples, and the Esquimalt and Songhees Nations.

Location: Victoria, BC
Employment Type: Casual
Union: MOVEUP
Monthly Salary Range: MoveUp Group 06 - Hourly, MIN $27.94 - MAX $33.48 is available through annual general wage/step increases.
Placement in the salary range is determined by an assessment of knowledge, skills, experience and ability of the candidate to meet the key requirements of the job. In exceptional cases, candidates may be hired above the recruitment range, provided agreement is reached with the Union.
Closing Date (MM/DD/YYYY):02/19/2025

Are we right for you...
We’re passionate about people and creating sustainable, safe and affordable public transit solutions to residents across BC. We are an organization that has a people-first approach and considers people first in every business decision that we make. We are part of the solution and what we do matters; from fighting climate change with battery electric buses, to affordability through cost effective transportation, to connecting remote communities, we bring the heart, soul and innovation to public transportation.

It’s an exciting time to be in the public transportation sector and we’re looking for a creative and passionate leader to join our team. Not only would you be joining an engaged organization, but you’d also get to enjoy flexible work arrangements, extended benefits and a pension plan as just a few of the benefits BC Transit employees are eligible for. Keep reading to find out if this role is meant for you!

What you'll be doing...

This is a Casual position meaning your work will be on-call in nature covering scheduled vacation and sick coverage as it comes up. This means you will be required to pick up shifts on short notice.

Reporting to the Supervisor Customer Service the CRA – Casual Pool provides primary relief for Customer Relations Agents – Call Centre. Working primarily remotely, a CRA casual can work a flexible schedule with earliest start times being 6:00am with the latest shifts ending at 7:00pm. A regular day is receiving and responding to telephone, mail and e-mail enquiries from the public regarding transit service schedules, routing, nearest departure points, accessibility, fares, passes, complaints and commendations and BC Transit policy. In addition to the Call Centre as required, provides relief for the on-road Transit Ambassadors, providing in person customer service to customers at bus stops, exchanges, and various locations within the Victoria Regional Transit system.

For additional information about the full accountabilities of this position please review the “Customer Relations Agent” Job Description.

What you'll bring to the table...
We value lifelong learners and have found that a mix of any of the following credentials have set people up for success in this role in the past:

• Related experience dealing with the general public in-person, on the telephone and via email in a customer service focused and fast paced environment
• Ability to diffuse distressed or angry customers on the telephone and in person who are distressed or angry;
• Excellent customer service skills;
• Familiar with handing a multi-line telephone;
• Proficiency with a variety of software programs including Outlook, Word, excel programs, programs related to customer service and data entry;
• Ability to multi-task and to exercise sound judgment, tact and professional manner;
• Knowledge of the Victoria transit system an asset.

What we'll bring to the table...

• Membership in a “Gold Plated” defined benefit pension plan, meaning it’s the best in the Province and one of the best in the country; putting you in a strong position when it comes time to retirement, when you reach 50% of your yearly maximum pensionable earning (YMPE) in a calendar year.
• Access to Fitness and Lifestyle Centers to help you take care of your physical fitness and health
• Various programs that support employees such as an Employee Assistance Program and Health and Wellness initiatives and events aimed at fostering your mental health
• A complimentary employee Bus Pass (plus taxable dependent passes)
• A Corporate Learning and Development Program to help you in continuous career growth
• An Employee Recognition Program where we all recognize each other successes (not just your Leaders!)
• A partnership with Kids&Co daycare provider which covers your registration fee and gets you to the top of their waitlist for both their Victoria and Langford locations,
• A Social Club that gives you access to events throughout Victoria

What next steps could look like...

• Interviews will be conducted in early March 2025
• An eligibility list for future full time regular and temporary full time vacancies may be established
• The position requires the completion of a Criminal Record Check or Vulnerable Sector Search.
• If you have a disability that requires an accommodation during any stage of our recruitment process, please let us know how we can assist you by contacting careers@bctransit.com
• BC Transit is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. If the organization identifies this position as a reasonable accommodation for an existing employee, all candidates will be notified as soon as reasonably possible

At BC Transit, we are dedicated to building a diverse, inclusive, and authentic workplace; if you’re excited about this role and you have a combination of education and experience that you feel would fulfill its requirements, we encourage you to apply. In keeping with this belief, we do not discriminate on any basis. Should you require any accommodation or have questions, please let us know.