Roam Transit Banff Customer Experience Specialist 3

Roam Transit
Banff, AB
$24 an hour - Full-time
Roam Transit
Banff, AB
$24 an hour
Job details

$24 an hour
Job type
Shift and schedule
Weekends as needed
Application Details
Cover letter
Banff, AB
Pulled from the full job description
Employee assistance program
Extended health care
Paid vacation
Customer Experience Specialist 3

The Bow Valley Regional Transit Services Commission (BVRTSC) brings mobility to both visitors and residents looking to enjoy the Bow Valley without the use of a private vehicle. We pride ourselves in offering the best customer experience possible by providing a dependable and valuable service. Our team members make an impact in our communities every day. They constantly work towards being responsive to our customers, by embracing technology and reacting quickly to transit issues, trends, and solutions.

As a Customer Experience specialist for Roam Transit, you will report to the Customer Experience Supervisor and the Manager, Communications and Customer Experience. You will play a key role in providing exceptional customer service to our patrons. We are looking for Bow Valley residents who are excited about the opportunity to connect with both locals and visitors. Your passion for the Bow Valley area will help our riders to explore and experience all that the area has to offer.

Our Customer Experience Specialist roles are structured into three levels, each offering increasing responsibilities and tasks. We are currently hiring for a level 3 position which encompasses responsibilities from all three levels described below.

Position Summary Level 1:

As a Level 1 Customer Experience Specialist, you will be working at our transit hubs and on bus routes. You will engage with riders and help visitors plan unique and memorable experiences during their visit, as well as help locals connect with the amazing Bow Valley.


Consistently stay up to date with Roam Transit routes and be familiar with the Bow Valley region.
Share your knowledge about the area and Roam Transit routes with our riders at the transit hub.
Check passengers in for their reservations and assist drivers with loading and unloading of passengers.
Actively listen to and answer passenger questions to help our riders find their desired destinations.
Keep track of various statistics as required.
Other duties as assigned.

Confidently interacting with visitors.
Previous customer experience or ambassador experience considered an asset.
Experience resolving conflict and working with the public an asset.
Experience in a tourism environment an asset.

Position Summary Level 2:

As a Level 2 Customer Experience Specialist, you will not only perform the tasks expected at level 1 but also take on additional responsibilities in our visitor centre.


Provide excellent customer service to meet the needs and expectations of all BVRTSC customers and suppliers, including in-person, telephone, and written communication.
Assist customers in planning and booking their trips, provide information about transit routes, schedules, fares and recommendations for local attractions and activities.
Conduct over the counter fare product sales and record all product sales.
Handle cash as per position requirement.
Perform office opening and closing functions, including cash and receipt balancing when required.


Cash handling and reporting.
General office support duties.
Familiarity with the Roam public transit service is an asset.
Customer service-related experience in a tourism environment an asset.

Position Summary Level 3:

As a Level 3 Customer Experience Specialist, you will not only perform the tasks expected at Level 2 but also take on additional responsibilities in accounting and administration. Your role will involve collaborating with the Customer Experience Supervisor to handle revenue reports, reconcile accounts, and contribute to the training of team members.


All responsibilities and duties from Level 1 and Level 2.
Generate detailed revenue reports from all revenue sources and work with the accounting generalist to reconcile and record all daily sales.
Assist Customer Experience Supervisor with visitor center cash outs and reconciliations, ensuring accuracy and compliance with company procedures.
Collaborate with Customer Experience Supervisor to facilitate the training of new employees.
Undertake various basic accounting and administrative duties as needed contributing to the effectiveness and efficiency of daily operations.

Must have all experience requirements from level 2
Minimum 1 year of basic accounting, bookkeeping, or administrative experience.
Experience training new employees.
Experience using Excel, QuickBooks, and other Microsoft office applications.

Qualifications (Levels 1-3):

Education (minimum):

High school diploma or GED an asset.

Knowledge, skills, and abilities:

Excellent English communication skills
Strong problem-solving abilities
Outstanding people skills and ability to deal with conflict.
Ability to multitask and work under pressure in a fast-paced environment.
Strong attention to detail and accuracy
Ability to stand and walk for extended periods of time and lift up to 25 pounds.
Highly organized
Knowledge of local area and popular attractions.
Ability to work both independently and in a team environment.
Proficiency in Microsoft Office, including Word, Excel, and Outlook (Level 2,3)
Basic knowledge of accounting and reconciliation principles (level 3 only)

Other Requirements, Conditions:

Must be legally able to work in Canada (proof will be required).
Must pass police security clearance (proof will be required).
Ability to work flexible hours, including weekends and holidays.
Must be a resident of the Bow Valley area
Must be able to work outside.
What We Offer:

Full Time position (40 hours per week)
3 weeks paid vacation per year
Health/Wellness Spending Account ($750/year), Manulife Extended Health Benefits, Pension Plan (LAPP)
Employee Assistance Plan
Indoor and outdoor work environment
Roam Public Transit Pass

Proposed Rate of Pay:

Level 1: $21/hour
Level 2: $22-23/hour
Level 3: $24/hour

How to Apply:

Please upload your resume and cover letter via our Candidate Portal Bamboo HR here: