Coordinator, Charter, Event and Community Outreach

JOB SUMMARY

Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations.

You are responsible for coordinating the provision of charter services to internal and external clients for special events, coordinating activities for the Transit Services Community Outreach program and providing general administrative and clerical support to the assigned unit. 

You work with all levels of the organization and liaise with assigned branch/department and/or community groups and other external partners, and attend and participate in meetings and discussions related to coordination of charter services or events requiring a transit services community outreach presence.   

EDUCATION AND EXPERIENCE

Completion of 2 year college diploma in Business Administration, Accounting, Customer Service, Communications, Public Relations, Event Planning or related field 

Minimum of 4 years of experience in a large organization in business services, customer services, financial transactions, managing special events and promotional activities or related field 

KNOWLEDGE

• Possess computer literacy including use of intra/internet
• Advanced knowledge of Excel
• Knowledge of SAP or related systems
• Strong customer service and relations skills
• Transit and bus charter operations
• Accounting principles
• Collective agreements and working within a unionized work environment
• General knowledge of branch/division mandate, programs, policies, procedures and guidelines
• Sound understanding of public transit customer segments and diversity
• Understanding of managing special events and complex community outreach events
• Knowledge of project management methods and techniques
• Knowledge of transit system and services
• Understanding of problem-solving and customer service techniques and City of Ottawa client service practices
• Knowledge of applicable health and safety legislation, including the rights and duties of workers
   

COMPETENCIES, SKILLS AND ABILITIES

• Plan, lead coordinate and complete assignments & projects within deadlines
• Compile and analyze complex data
• Write clear and concise reports, presentations and correspondence
• Work cooperatively and collaboratively with cross-functional teams
• Communicate effectively with senior staff, elected officials, high profile event organizers
• Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work and to deal effectively with multiple demands, conflicting priorities, pressures and deadlines
• Able to establish/maintain effective working relationships 
• Able to analyze issues, make judgments on the interpretation of data quality, make decisions, solve problems and formulate recommendations
• Able to work independently, with minimum supervision, and collaboratively with all staff as part of a team
• Possess organizational skills and flexibility to plan, organize and prioritize own work and to deal effectively with multiple demands, conflicting priorities, pressures and deadlines
• Able to identify and assess problems and to use analytic and problem solving skills to seek remedies
• Able to understand, conceptualize, explain and apply directions, policies and procedures
• Possess computer literacy including use of intranet/internet
• Able to manage information on corporate databases that are used by Division
• Able to gather information, research, inquire and provide feedback
• Able to communicate effectively, both orally and in writing
• Possess good presentation/public speaking skills
• Able to mediate and settle conflicts
• Able to coordinate and compile data and prepare reports and other written information in an organized, clear and concise manner
• Demonstrated leadership, initiative and credibility
• Customer service sensitivity to meet diverse customer requirements 
• Able to think analytically, and concentrate/focus on accuracy and detail
• Possess maturity, interpersonal skills and good judgment
• Possess a work record of good attendance and job performance ability to work with minimal supervision and direction
• Collaborative approach in working with others
• Possess sound judgment, discretion, tact, and diplomacy
• Strong interpersonal and team building skills
• Thorough and attentive to detail
• Flexible and adaptable
• Enjoys working with people and diverse communities
• Able to maintain confidentiality and professionalism
• Possess initiative, maturity, patience, integrity, creativity and enthusiasm
• Able to demonstrate judgment, tact and courtesy and to exercise discretion
• Possess a work record of good attendance and job performance
• Flexible to work various hours such as evenings and weekends