Customer Service Clerk

• Respond to customer inquiries and complaints received through various channels – telephone, e-mail, social media, etc.  Resolve issues in a tactful and courteous manner.  When necessary, direct customer inquiries to the appropriate internal Director, Manager, Supervisor, department, appropriate outside agency in a professional manner.
• Liaise with technical staff and monitoring station personnel on issues concerning state of repair of parking equipment and field customer service requirements.
• Address escalated complaints and concerns from customers and members of the public.
• Compile customer service reference documentation, and provide input and advice in the development of guides, tools, scripts, policies and procedural manuals for use by all Authority staff to continuously improve the effectiveness and achieve exceptional customer satisfaction with the Authority’s services.
• Recommend improvements to the Authority’s services based on customer feedback.
• Preparation of general correspondence/reports/work instructions.
• Investigate, process and administer customer refund requests.
• Liaise with City of Toronto staff regarding parking requirements associated with film production, on-street vendor permits, and construction.
• Liaise with the Toronto Parking Enforcement Unit in the investigation and resolution of Parking Infraction Notices and Parking Enforcement Co-ordination.
• Must have a good work record, reliable attendance and punctuality.
• Willing and able to work overtime.
• Perform other duties, as assigned.

• Any combination of education, training and experience, which would provide the necessary knowledge, skills and abilities to undertake the responsibilities, would meet the qualifications for the position.  Typically, they would be as follows:
• Equivalent to high school, plus a work related course of one academic year in duration.  Course may provide specialized or applied knowledge in one occupational or specialized area. 
• 1-3 years of experience.
• Proficiency in use of computer applications, including client case management software, MS Office and MS Outlook an asset.
• Previous experience in a Customer Service environment.
• An understanding of City of Toronto parking regulations.

• Excellent oral and written communication skills, sound judgment, conflict resolution, problem solving and negotiating skills, able to deal with the public/staff in a courteous and tactful manner.
• Excellent interpersonal skills with the ability to establish and maintain good working relationships.
• Demonstrated initiative and able to work independently with minimum supervision.
• Able to work under time constraints in a fast-paced environment.

About the Toronto Parking Authority

Toronto Parking Authority (TPA) is the largest municipal parking operator in North America, third largest bike share operator and largest operator of municipally owned EV charging in Canada. At the Toronto Parking Authority, we aspire to create a seamless customer experience that delivers on choice, ease, and speed through the City. We are proud to be a major strategic asset for the City in supporting Toronto’s Mobility goals. Our advancements, such as enhancements to the Green P app, the expansion of Bike Share Toronto and establishment of a new systems operating centre reflect our commitment to innovation and service excellence.

Join us in Driving (and Riding and Charging) Last Mile Mobility

We recognize that our people are how we make this happen. It’s why we have a company culture that values safety, respect and integrity. We strive to be a great place to work: As an employee, you’ll experience professional and organizational growth within a collaborative environment where all our efforts are aligned: to deliver on our vision to become the world’s best provider of sustainable parking, bike share and last mile mobility.

Come and experience what it’s like to work at TPA, where our Rules of the Road guide us: We will win and celebrate as a team; We are passionate about our customers and stakeholders; We will set targets, keep score and win; We will act with a sense of urgency; and We will be respectful, courteous, and accountable.

We are growing. We are mobility. We are TPA.

About the Application Process

As employees we all share in maintaining a safe environment for customers and visitors and a safe work environment for TPA employees. This environment always promotes and exemplifies our Core Values of Safety Always, Respect and Value Differences, and Act with Integrity.

TPA is committed to equity, diversity, anti-racism and inclusion in the delivery of its services and workplaces. TPA is committed to fostering a diverse workforce that is representative of the community it serves at all levels of the organization, and supports an inclusive environment. TPA welcomes applications from members of groups with historical or current barriers to equity, including but not limited to Black and racialized groups, women, Indigenous peoples, persons with disabilities, people from the LGBTQ(IA2S+) community, and others with the skills and knowledge to productively engage with diverse communities. We seek to maintain our commitment to excellence and recognize that increasing the diversity of our employees supports this objective. We are dedicated to equal opportunity.

TPA encourages applications from all qualified applicants and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

TPA has an Employment of Relatives Policy which controls relatives of current employees from being hired, assigned, transferred or promoted into positions where there is a conflict of interest due to relationship. Should you be selected for an interview, you will be asked to disclose the name, relationship and position of any relative who is a current TPA employee.

We thank all applicants; however, only those selected for an interview will be contacted.