Spare Customer Call Centre Representative

POSITION: Spare Customer Call Centre Representative
REPORTS TO: Supervisor Customer Service
DEPARTMENT: Passenger Services
LOCATION: Remote (Northern Ontario)
REFERENCE: 500-56B-27
RATE OF PAY: $26.1559 - $29.0621/hour (Increases set out as per the collective agreement. Full rate effective after 1 year of service)

WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture along with a competitive salary excellent benefit package a defined benefit pension plan paid vacation paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:
The Customer Call Centre Representative is responsible for receiving and relaying of information from incoming calls live chat as well as various media platforms.

MAJOR DUTIES/ RESPONSIBILITIES:
Sells ONTC bus/train and interline tickets over the phone
Provides fare and schedule information for all services to the general public
Performs daily audit functions in order to reconcile paperwork and daily sales
Responds to incoming customer enquiries via email phone or other correspondence
Responds to customer concerns and complaints
Use of Bus Parcel Express software to provide quotes over the phone
Customers who visit the company web page can access the service of CCCR via Live Chat
Monitor and answer enquiries through Social Media platform
Communicates with Customer Service Sales Agents Motor Coach Operators and Control Centre
Call Centre is a 24/7 operation with rotating day evening and night shifts

REQUIREMENTS:

• Secondary School Diploma or General Educational Diploma (GED)
• 2-3 years experience providing customer service in a fast-paced environment preferably in a call centre setting
• Must be fluent in both official languages (English and French)
• Must be able to pass a French language proficiency test
• Must be able to work shift work as well as weekends and holidays
• Ability to work independently at home with a secure workspace in a room or office with a door that closes it off from noises and distractions
• Must have an Internet connection capable of continuously supporting excellent call quality and high-speed response rate (at least 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth)
• Strong computer skills and experience using Windows based applications
• Excellent oral and written communication skills
• Project a positive and helpful image at all times
• Previous experience dealing with reconciliation for multiple transactions
• Working knowledge of media platforms (ie. Facebook Twitter)
• Ability to work independently
• Must have the flexibility necessary to adapt to changing schedules
• Working knowledge of Accessibility Regulations (AODA)
• Commitment to health and safety

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check employment references and education verification.

CLOSING DATE: August 24 2026 no later than 11:59 p.m. We thank all applicants for their interest; however only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document) stating reference name and number. Visit our career website to apply: Ontario Northland we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples racialized persons women persons with disabilities and persons who identify as 2SLGBTQIA.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation please contact Human Resources.

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