Job Description

SUMMARY

Under the direction of the Operations Manager, the Customer Service Administrator (CSA) plays an important role in ensuring the safe, reliable, and customer-focused delivery of transit services within the community.

Working on a full-time bases, the CSA is a key administrative position responsible for ensuring the efficient delivery of front-line customer service and operational support for the transit authority.

This role involves the sale and reconciliation of tickets; responding to inquiries by phone, direct message, and email; and providing accurate information to riders. Responsibilities include maintaining timely communication with the public through social media updates, accurately recording and managing transit data within internal tracking systems, counting and balancing cash, and participating in staff meetings.

The position requires a high level of professionalism, attention to detail, and a commitment to delivering excellent service to riders and stakeholders. As a front-line representative of the organization, the CSA contributes to a positive rider experience by demonstrating professionalism, patience, and strong communication skills.

This job description is a general outline of duties and responsibilities; it is not intended to capture the full breadth of tasks and/or assignments the CSA may be directed to complete at a specific time.

The Authority reserves the right to make changes to this position description, as required by the organization, without impact upon the employment relationship.

DUTIES AND RESPONSIBILITIES

1) Sell transit tickets and passes and reconcile all transactions at the end of each shift in accordance with established cash-handling procedures.

2) Respond promptly and professionally to rider inquiries by phone, email, and in person, ensuring that accurate information is always provided.

3) Communicate up-to-date information about routes, schedules, fares, and service disruptions to riders and stakeholders.

4) Prepare fare media for ticket agent sales across the transit system monthly.

5) Post service notices, schedule changes, and promotional content to social media platforms within brand voice, and other official communication channels in a timely and professional manner.

6) Accurately input and maintain transit data, including ridership figures, ticket sales, and service performance metrics, within internal tracking systems.

7) Count, balance, and prepare cash deposits following financial control procedures and report any discrepancies immediately.

8) Participate actively in staff meetings, sharing observations, rider feedback, and suggestions to support service improvement initiatives.

9) Document and report service issues or operational concerns to the appropriate staff members to ensure timely resolution.

10) Assist with lost and found inquiries and maintain accurate records of items turned in or claimed.

11) Support ridership growth by providing excellent customer service and promoting awareness of available routes and services.

12) Assist with preparation and distribution of informational materials, notices, and rider communications as needed.

13) Perform general administrative duties, including filing, record-keeping, and data entry, to support smooth day-to-day operations.

14) Communicate with Bus Operators over TMR radios regarding fare media and service interruptions.

15) Comply with all workplace health and safety policies and contribute to a safe and welcoming work environment.

QUALIFICATIONS

Education & Experience

1) High school diploma or equivalent; post-secondary education in business administration, communications, or a related field is considered an asset.

2) Previous experience in customer service, office administration, or cash handling is required.

3) Strong verbal and written communication skills with the ability to interact professionally with a diverse customer base.

4) Proficiency with office software (Microsoft Office Suite, email systems) and the ability to learn transit-specific software.

5) Comfortable using social media platforms for official communications.

6) Strong attention to detail, organizational skills, and ability to manage multiple tasks simultaneously.

7) Ability to work independently and as part of a team in a fast-paced environment.

8) Commitment to providing excellent customer service and upholding the mission and values of the transit authority.

9) First Aid and CPR/AED certificate - or be able to achieve within 6-months of hire;

Competencies

In addition to specific experience and knowledge necessary for the job, the ideal candidate will have demonstrated strength in, but not limited to, the following competencies:

Customer Service-Implies a desire to help or serve others, to meet their needs. It means focusing one's efforts on discovering and meeting the customer or client's needs. "Customers" include internal colleagues, citizens, elected officials or anyone that the person is trying to help.

Decision Making-Making decisions involving varied levels of risk and ambiguity.

Initiative-Identifying and dealing with issues pro-actively and persistently, seizing opportunities that arise.

Interpersonal Understanding-Implies wanting to understand other people. It is the ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others. It measures increasing complexity and depth of understanding others and may include cross-cultural sensitivity.

Stewardship of Resources-Ensures the wise use of Authority resources, whether human, financial, material, or informational.

Teamwork & Cooperation-The intention to work cooperatively with others, to be part of a team, to work together, as opposed to working separately or competitively. For this competency to be effective, the intention should be genuine. Teamwork and cooperation may be considered whenever the subject is a member of a group of people functioning as a team.

Team Leadership-Is the intention to take a role as leader of a team or other group. It implies a desire to lead others. Team Leadership is generally, but not always, shown from a position of formal authority.

Valuing Diversity-Is the ability to understand and respect the practices, customs and values of other individuals and cultures. Diversity is beneficial to the organization and community. It applies to the ability to work effectively with a wide cross-section of the community representing diverse backgrounds, cultures and socio-economic circumstances, and divergent goals.

RELATIONSHIPS/CONTACTS

Reports to: Operations Manager

Internal Contacts:

General Manager

Shift Supervisors

Fleet Manager

Bus Maintenance Coordinator

External Contacts:

General Public

Police and Fire

Regional Emergency Management Offices

Ticket Agents

WORKING CONDITIONS

1) This is an on-site, office-based position located at 29 Crescent Drive, New Minas, NS

2) Regular working hours are Monday - Friday, 8:30am - 4:30pm.

3) Occasional evening or weekend work may be required to support community events or public information sessions.

4) The role requires prolonged periods of sitting at a desk, using a computer, and answering phones.

5) Interaction with the public may occasionally involve managing frustrated or upset riders in a calm, professional manner.

6) Lifting and handling small amounts of cash or promotional materials may be required (typically under 10 kg).

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 37.5 per week

Benefits:

Casual dress Company events Dental care Employee assistance program Extended health care Life insurance RRSP match Vision care
Work Location: In person