Call Centre Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collect information from incoming calls, live chat interactions, and various media channels, and direct it appropriately.

• Process the sale of bus and train tickets over the phone, including Ontario Northland combined through-tickets.

• Provide the public with fare and schedule details for all services offered.

• Conduct daily checks and reconcile documentation alongside daily sales activities.

• Address customer inquiries through email, telephone, or other correspondence methods.

• Follow up on customer concerns and complaints effectively.

• Utilize the Bus Messaging Service software to relay pricing and fare details via phone.

• Offer live chat assistance to customers on the Commission’s website.

• Respond to inquiries and engage with customers through social media platforms.

• Coordinate with customer service sales agents, bus drivers/operators, and the control center.

• Be prepared to work day, evening, and night shifts in a 24/7 call center environment.

⛳️ Requirements

• High school diploma or General Educational Development (GED) certificate is required.

• Two to three years of customer service experience in a fast-paced setting, preferably within a call center.

• Proficient in both English and French.

• Must be able to pass a French language proficiency assessment.

• Availability to work shifts, including weekends and statutory holidays.

• Capability to work independently from home in a secure, dedicated workspace.

• Must have an internet connection that ensures excellent call quality and low latency, with minimum speeds of 10 Mbps download and 1 Mbps upload.

• Strong computer skills with experience in Windows applications.

• Exceptional verbal and written communication abilities.

• Experience in reconciling multiple transactions.

• Familiarity with media platforms, including Facebook and X (formerly Twitter).

• Ability to work autonomously.

• Flexible and adaptable to changes in the schedule.

• Understanding of the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

• Commitment to upholding the Commission’s occupational health and safety standards.

• The successful applicant will undergo a criminal record check, employment reference checks, and education verification.

• Must be legally authorized to work in Canada.

🏝️ Benefits

• Competitive salary

• Excellent benefits package

• Defined benefit pension plan

• Paid vacation

• Paid personal days

• Discounts on passenger bus and train services

• Accommodations available for applicants with disabilities throughout the recruitment process