Job Description

Golden Arrow is currently seeking a

Lead Customer Service Representative

to join our team and support our dispatch department in maintaining smooth daily operations. This position will be based out of our Edmonton office.

The Customer Service Representative will be responsible for monitoring the dispatch department, handling incoming calls from school boards, parents, and school bus drivers, and ensuring all inquiries and concerns are addressed in a timely and professional manner. This role requires excellent communication skills, attention to detail, and the ability to remain calm and courteous under pressure.

Key Responsibilities:

Monitor daily dispatch operations to ensure routes and schedules run smoothly. Answer and manage incoming calls from school boards, parents, and staff regarding routes, schedules, and inquiries. Handle customer complaints and concerns professionally, providing clear communication and solutions. Document and report all customer interactions and incidents accurately. Collaborate with the dispatch and operations teams to resolve service issues quickly and effectively. Assist in coordinating driver communications and relaying important updates. Maintain confidentiality and professionalism at all times. Other duties as assigned.

Qualifications:

High school diploma or equivalent required; additional education or training in customer service or administration is an asset. Previous experience in customer service, dispatch, or transportation operations preferred. Strong verbal and written communication skills. Ability to multitask and stay organized in a fast-paced environment. Proficient with basic computer systems and office software (e.g., Microsoft Office, Email, Excel). Professional, courteous, and solution-oriented demeanor.

Job Type:

Full-time, Permanent, In person

Schedule:

8-hour shift Monday to Friday
Job Types: Full-time, Permanent

Benefits:

Dental care Extended health care On-site parking
Experience:

Customer service: 2 years (required)
Work Location: In person