Customer Feedback Analyst

Position Description

If you enjoy working with the public in a high energy and dynamic environment – challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Our team is spread out across our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you! 

Provide administrative support to the Customer Liaison Officer for the day-to-day management of customer feedback received via e-mail, letter, fax or comment card: process customer feedback in compliance with MTO Service Level Agreements (SLA’s), maintaining departmental records and statistics.

Primary Duties and Responsibilities:

KEY RESPONSIBILITIES:

Responsible for: 

• Oversee the daily administration of customer enquiry and complaint tracking systems within the Customer Feedback Department. (KPI 7)
• Oversee the daily administration of the processing/auditing of non-OTC refund requests. (KPI 13)
• Oversee the day-to-day management of approved DTC payment reversals.
• Provide administrative support to the Customer Liaison Officer.
• Provide administrative support to the Quality and Corporate Assurance Department.

Principle Roles:

• Oversee the day-to-day management of customer feedback received via e-mail, letter, fax or comment card: process customer feedback in compliance with MTO Service Level Agreements (SLA’s), maintain departmental records and statistics.
• Oversee the day-to-day management of refunds received via e-mail, letter: process/audit refunds, maintain departmental records and statistics.
• Oversee the day-to-day management of approved DTC payment reversals received from the Finance Department. Maintain departmental records and statistics.
• Provide administrative support to the Team Lead, Transaction Quality Control Centre when requested, to respond to customer enquiries receive by phone or email.

Primary Duties and Responsibilities:

Customer Feedback:

• Process enquiries, complaints and refund applications received via e-mail, letter, phone, comment card and fax customer feedback channels.
• Process non-complex requests, enquiries and complaints received from internal and external stakeholders i.e., TQCC, Ministry of Transportation, OCI, Serco NA.
• Advise the Customer Liaison Officer of customer feedback relating to substandard service or customer feedback received from MPP’s, the Ombudsman or similar.
• Send daily reminders to CTS case owners for cases that are due (new and reopened cases). Liaise with case owners to ensure timelines are met.
• Send the daily Outlook Blast email responses.
• Ensure quality and consistency of responses to customers are in line with contractual requirements and current best practice.
• Regular maintenance and updating of the contacts list found on Teams.
• Maintain departmental records as required, including logging of customer feedback into the CTS, filing of customer feedback data for use in trends/statistics and tracking of payment reversal data.
• Assist with CTS & customer feedback process training.
• Interdepartmental assistance for customer complaints/enquiries.

Refunds Department:

• Process/audit non-OTC refund applications received by letter or email.
• Open/close refund batches and forward completed batches to the Finance Department.
• Liaise with the Finance Department regarding cheque reissuance requests, refund related complaints, complex/special requests or similar.
• Maintain statistics on refund volumes received, refunds processed/audited and refund timelines.
• Provide summaries of refund statistics to the Customer Liaison Officer when requested.
• On an as needed basis, assist with the development/review/update of refund processor/auditor procedures, forms and work instructions and refund processor/auditor training documents.
• On an as needed basis, deliver training to new refund processors/auditors.

Payment Reversals:

• Process payment reversals received from the Finance Department.
• Liaise with the Finance Department regarding payment reversal complaints, complex/special requests or similar.
• Provide summaries of refund statistics to the Customer Liaison Officer as needed.
• On an as needed basis, assist with the development/review/update of payment reversal procedures, forms and work instructions.
• On an as needed basis, deliver training to new staff authorized to complete payment reversals.
• Interdepartmental assistance for payment reversal complaints/enquiries.

Transaction Quality Control Department:

• Provide support to the TQCC Team Lead when requested by responding to applicant enquiries/complaints received by telephone or email.

Health & Safety: 

• Takes every precaution to contribute to maintaining a safe and healthy workplace.
• Demonstrates correct use of equipment, materials and protective devices required by law.
• Demonstrates awareness of/educates self on changes to legislation, regulations, Company policies and procedures.
• Provide administrative support to the Customer Liaison Officer in the day-to-day management of customer feedback.
• Consistently demonstrates adherence to procedures and measures as they relate to work safety and correct use of equipment and protective devices.
• Take the initiative to report unsafe conditions.

Other:

• Prepare various reports.
• All employees are responsible for compliance with policies and procedures implemented by Serco Management for their Health and Safety.
• Comply with Serco DES Inc. policies and procedures.
• Perform other tasks as assigned by management.
• Support the implementation of new initiatives, corrective actions, procedures and improvements consistent with best practices.

Qualifications

EDUCATION /CERTIFICATIONS:

• High School diploma, post-secondary preferred

KNOWLEDGE and EXPERENCE

• 2 to 4 years of experience in a Senior Customer Service role
• Knowledge of the DriveTest program and objectives and related legislation, regulations, government and company policies.
• Thorough knowledge of DES operational transactions including MTO policy and the DES Operational Procedures Manual.

SKILLS/Competencies (Interpersonal Communication, Financial, Managerial, Problem solving):

• Analytical planning, organization, and time management skills with good initiative, judgement and independence.
• Excellent communication (written and verbal) and interpersonal skills.
• Ability to speak/read/write French is an asset.
• Demonstrate customer service skills to respond to enquires and related issues/concerns.
• Demonstrate strong organization, interpersonal skills and communication skills (listening, writing, dispute resolution).
• Must be able to demonstrate: ability to work independently, meet deadlines, analytical and problem-solving capability, innovation and customer service skills.
• Excellent computer skills in MS Office are required.
• In-depth knowledge of the CSA App, Scheduler and internal processes and policies.
• Confidentiality and professionalism in dealing with people is essential.
• Customer focus: able to resolve problems using facts and sound reasoning to ensure internal and external customer satisfaction.

If you are interested in supporting and working with our Customer Service professionals and our passionate Serco team – then submit your application now for immediate consideration. It only takes few minutes, and it could change your career!

We thank all applicants for their interest. However, only candidates selected for an interview will be contacted.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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