The City of Guelph is a vibrant community with over 120,000 people located in the heart of Southern Ontario, just one hours driving distance from Toronto. Set in a picturesque natural setting, Guelph is known for its rich architectural heritage, growing economy and excellent quality of life – all good reasons to consider a career in this beautiful city.
Reporting to the Manager, Transit Business Services, the role is responsible for managing the customer experience as related to the daily operations of EFMS and the related continuous improvement initiatives. The EFMS allows for easier and more expedient transit fare sales for customers. The EFMS includes new technology in Terminals, on vehicles, for retailers and special agencies throughout the City of Guelph. It improves how Guelph Transit collects fares. Guided by the goals and objectives of the City of Guelph Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision – an inclusive, connected, prosperous city.
- Manage customer expectations as related to the new system by providing education and guidance throughout the customer sales/system utilization journey, to ensure consistent and effective system management.
- Manage the EFMS transformation and the increasing number of services, while responsible for the daily operations and support of the system.
- Motivate staff and partners by example, be available and visible (in-person and remotely) to interact with customers and partners to ensure consistent positive client relations that reflect the Guelph Transit, Business Services goal of Service Excellence.
- Manage effective cross-functional relationships (internally and externally) in order to develop service excellence and continuous improvement solutions.
- Lead continuous improvement initiatives and process implementation/revisions as related to EFMS, which will increase service delivery, identify and resolve gaps and create opportunities outlined by policy, procedure and performance measures for divisional adoption.
- Manage stakeholder input and concerns, including internal/external partners, customers and staff. Balance competing interests.
- Represent the City in a professional manner when dealing with customers in a variety of situations (booths, general inquiries, system presentations, online and in-person training).
- Support communication regarding new functionality and ensure how-to, FAQs, and memorandums are communicated to different stakeholders.
- Support customers through troubleshooting, resolving, and escalating reported issues and risks, proactively accountable for resolution.
- Provides leadership to staff as related to the program and/or continuous improvement initiatives derived from the program. Establishes program objectives, policies, procedures and evaluates performance through the monitoring of results.
- Coordinate and complete installations and provide training for Guelph Transit stakeholders, as required.
- Assist in system testing activities and report any deficiencies to the technical team.
- Perform system administration functions: module upgrades, managing users, including permissions, assigning privileges, completing monthly product tables/categories, to ensure new fares are available for sale each month.
- Lead focus groups and compile information from needs assessment activities into minutes of meeting and final reports.
- Communicate with the public as required by answering questions in social media platforms, email, phone and supporting staff with complex customer issues.
- Monitor customer satisfaction throughout the life-cycle.
- Manage contract/agreement maintenance and creation where necessary, with various stakeholders.
- Communicate new upgrades and release notes of the system to internal and external stakeholders.
- Assist in fare media sales, reloads, and invoicing as required, organizing pop-up sales locations as needed to support customers.
- Conduct daily reconciliation of sales for all locations (internal and external) to ensure the accuracy of sales by type and revenue collection.
- Conduct monthly reconciliation and verification of reloads for commercial sales and non-commercial fare distribution, including correcting discrepancies.
- Preparing documentation, including general reports, reports to Council and contracts/agreements as required.
- Perform other related duties as assigned.
- Focused professional with a post-secondary degree in Business Administration, Public Administration, related discipline and considerable customer service and finance experience. Our ideal candidate will have a minimum of 3 – 5 years related experience in technical and/or client service roles, preferably in a municipal setting and dealing with multiple stakeholders, and at least 2 year of leadership experience. Candidates with an equivalent combination of education and experience will be considered.
- Accounting education and experience would be considered as an asset.
- Demonstrated customer service excellence, excellent verbal and written communication skills, superior interpersonal skills, and the ability to work in a fast-paced, high-pressure environment.
- Experience in a public and/or a unionized environment is considered an asset.
- Proficient in MS Office, specifically Excel with a strong ability to create dynamic spreadsheets using VLOOKUP, macros, pivot tables, etc., is considered an asset.
- Experience working with transit system technology related to fare collection systems, vending machines, or customer assistance kiosks would be considered an asset.
- Demonstrated commitment to continuous improvement and service excellence.
- Must possess a valid class G driver’s licence and access to a vehicle.
- Excellent relationship management skills with the ability to network with stakeholders and a high-degree of customer service skills.
- Demonstrated understanding of technology, whether by education, experience, or both.
- Solid business and technical acumen with the ability to think strategically.
- Ability to manage workload in a high-stress environment, where priorities are constantly changing and work in an environment with a high rate of technological change.
- Excellent communication and negotiation skills.
- A team player with experience working with customers, technology and finance.
- Demonstrated analytical, problem solving, decision-making, critical thinking, report writing, organizational, planning skills, interpersonal and team skills.
$75,634.49-$ 94,543.11 per year
How to apply
Qualified applicants are invited to apply using our online application system by Sunday, March 7, 2021. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered. Proof of qualifications will be requested at the interview stage.
Please click on the “Apply for this job” button. Instructions will follow.
The City of Guelph is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.
Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.