Mobility Coordinator

TOWN OF OAKVILLE; Oakville; On-site; CAD 48,000 - 60,000; Full time

Job summary

The Town of Oakville is seeking a Customer Service Coordinator for Oakville Transit to support trip planning, reservations, and on-demand service delivery. You will be the first point of contact for applicants and drivers, ensuring accurate data entry and friendly service.

You will handle cancellations, no-shows and last-minute changes, develop daily schedules with scheduling software, and communicate instructions via radio dispatch.

Qualifications

• Two-year college diploma required.
• 1-3 years administrative or customer service experience.
• Strong communication and empathy in interactions with customers.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Accurately record and confirm reservations, scheduling adjustments, cancellations, and no shows.
• Respond quickly and compassionately to last-minute requests or emergencies from customers and drivers.
• Develop daily schedules, reconcile requests with driver/vehicle resources to optimize service.
• Use radio dispatch to communicate with drivers for changes and instructions.
• Resolve issues related to service disruptions and no-shows with contracted taxi service.
• Process customer applications, create profiles and assist with correspondence.
• Assist with tracking service performance metrics and producing daily/weekly/month-end reports.
• Support all customer service inquiries from specialized service and on-demand customers and drivers.
• Perform other duties as assigned.

Skills

Customer service

Communication

Empathy

Multitasking

Time management

Verbal & written communication

Education

College Diploma

Tools

MS Teams

Scheduling software

Radio dispatch systems

MS Office

Spare Labs (asset)

Job description

Job Details

Temporary, Full Time (CUPE 1329T)

Posting Status

Open to all current Town of Oakville employees and external applicants

Duration

Indefinite Contract

Temporary Vacancy Reason

Backfill

Closing Date

Applications for this position must be received at oakville.ca by no later than 11:59 pm on October 23, 2026.

This job posting is for an existing vacancy and therefore will be filled accordingly.

Reporting to the Supervisor, On Demand Services at Oakville Transit, this position is responsible for assisting both specialized services (care-A-van) and On Demand customers with trip planning and reservations. This includes handling cancellations, no shows, trip modifications, monitoring communications and responding to enquiries and emergency situations, assisting with the creation of daily schedules and adjustments, communicating information and instructions to contracted service providers.

You will be the first point of contact for our application-based specialized transit service. Empathy and patience as well as strong active listening and communication skills are essential to build relationships with diverse customers, family members and staff at adult community programs. Attention to detail is also required to ensure accuracy of reservations.

You have tact and diplomacy and understand the importance of providing a positive customer experience for our diverse clientele. You can work independently and thrive in a fast-paced environment.

Job Responsibilities

• Accurately record and confirm reservations, scheduling adjustments, cancellations, and no shows.
• Quickly and compassionately respond to any last-minute requests or emergency situations from customers and drivers.
• Develop daily schedules, reconcile customer requests with driver/vehicle resources to optimize service efficiency using specialized scheduling software.
• Use radio dispatch to communicate with drivers for cancellations, changes, problem-solving and special instructions.
• Resolve issues related to service disruptions and no shows with contracted taxi service.
• Process customer applications, create customer profiles and assist with administration of customer correspondence.
• Assist with tracking service performance metrics and producing daily, weekly, and month-end reports as requested.
• Assist with all manner of customer service issues that may arise either by telephone, online or in person from specialized service and on-demand customers, members of the public as well as drivers for Oakville Transit.
• Perform other duties as assigned.

Qualifications

• Minimum two-year College Diploma plus 1-3 years administrative or customer service experience.
• Courses, specialized training, or experience in gerontology/LTC, patient/personal care, accessibility, community/social services, hospitals or help lines would be a strong asset.
• Excellent customer service and interpersonal skills including both verbal and written communication, active listening, and ability to remain calm under pressure while navigating a fast-paced environment.
• Ability to be empathetic, non-judgmental, and supportive to customers and their caregivers.
• Must be able to deal effectively and courteously with the public in person or over the telephone with the patience, skill, and sensitivity to support people with various disabilities.
• Ability to multi-task, apply common sense, and use good judgment, and discretion including protecting the confidentiality of customer information.
• Must be comfortable working in an office environment using typical office technologies including MS Office business applications (e.g. Teams) and open to learning new scheduling software, electric buses and radio dispatch technology. Experience with Spare Labs would be an asset.
• Ability to work well under pressure, possessing superior time management and organizational skills.
• Strong team player but must also work independently with minimal supervision when required.
• The ability to speak multiple languages would be an asset.
• Knowledge of the Town of Oakville, the requirements of the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA), and experience in the transit industry would be considered assets.

DATED: October 13, 2026

The Town’s recruitment software includes elements of artificial intelligence to assist in the screening and short-listing of qualified candidates.

This job profile reflects the general requirements necessary to perform the principal functions of the job. This does not include all of the work requirements of the job. Applicants are required to demonstrate through their application and in the interview process that their qualifications match those specified. The minimum threshold score for each of the testing and interview components of the recruitment process is 70%.

We thank all applicants and advise that only those selected for an interview will be contacted.