Job Detail

Start Rate (Non-negotiable): $25.10 per hour

Contract role for 24 months

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

Our Customer Communications Office is currently seeking an Operational Communication Coordinator to join their team. Reporting to the Senior Team Leader, Customer Communications, the Coordinator will develop and issue timely and relevant bus and rail service status updates to customers of Metrolinx public transit systems and services: GO Transit, UP Express and PRESTO - utilizing all customer communications channels, and effectively fulfilling the Customer and Safety Charter promise of – “Keeping our customers in the know”, in a timely, effective and customer friendly manner.

What will I be doing?

• Monitoring status of Metrolinx train, and bus services.
• Understanding and anticipating customer impacts of service delays and proactively creating timely and relevant messages for distribution to customers through broadcast, mobile, electronic, and written communication channels with the goal of keeping customers “in the know”.
• Communicating service recovery plans in a clear and timely way to customers and internal stakeholders in times of service disruption or delays.
• Assisting in the development and execution of internal and external customer communication plans related to construction notices, events, and service changes.
• Conveys concise information to all front-line staff, outside agencies and general public; ensures that all customer communication channels related to rail/bus services, platform, elevators, construction and events are updated.
• Advocates for the customer during service recovery and advises Bus and Rail operations of the impacts of service delays and recovery plans. Supports decision making to effectively remove barriers that prevent customer’s needs from being met. May arrange taxi service for passengers as necessary when stranded due to service disruptions at remote stations.
• Collaborates with Operational Controller during service recovery to assess service impacts to customers and ensure that customers are kept informed in a timely manner. Collaborates with co-workers, within and outside of the business unit, to obtain, monitor and manage the issuance of information to customers during service recovery.
• During critical and major service disruptions, the OCC relays and prioritizes updates through direct telephone contact and communication channels to describe pertinent service, safety, alternate procedure information and direction to the incident train crews.
• Assists in the development and execution of internal and external customer communication plans related to construction notices, events, and service changes.
• Coordinates all work to internal and external customers through our communication network which includes (but not limited to) the CCMS, Website, E-news, LCD signage, Twitter, on-board train announcements, and PA announcements, at Union Station, and outlying facilities.
• Coordinates with Strategic Communications to ensure that a consistent message is relayed to the media, on behalf of GO Transit & UP Express, with respect to service information, and in emergency situations. Ensures that all customer communication, both internal and public, is current, compiled, and addressed in a timely and accurate manner fulfilling the communication principles.
• Coordinates and develops customer messaging, both for direct customer channels as well as through internal channels such as using Station Operations notices and Bus Operations notices to create customer messaging, CSA, and Bus driver announcements, etc.
• Programs Union Station Campus or outlying stations PA systems based on provided messaging and schedule.
• maintains close customer relationship activities such as but not limited to customer interface, issue resolution/appropriate escalation, and customer support tools which includes but not limited to lost and found, travel accommodation, ad-hoc customer meets, etc.
• Coordinates completion of the incident checklist during service recovery and provides feedback during incident debriefs that is used for continuous improvement.
• Facilitates “side-by-side” for peers, colleagues, supervisors and other business stakeholders as requested for the purposes of demonstration, continuous improvement and general observation.
• Provides onboarding support, and additional overview of standard operating procedures to new hires.
• Supports the Customer Care office to address customer relations issues, including responding to first and second level customer contact inquiries as required; including issues refunds and reviews customers transactional data to process service guarantees, and refunds and overrides.
• Supports the Customer Care office by monitoring social media channels during hours when the contact centre is closed.
• Identifies customer service issues and trends, and ensures effective root cause analysis, by accurately entering and coding details into the systems to assist analytical staff.
• Understands and delivers on targeted KPIs, and performance expectations as instructed by the Customer Communication Leader or direction provided by the Senior NOC (Network Operations Control) Operations staff member on duty.