Spare Customer Call Centre Representative

Ontario Northland; Unorganized Kenora District; Híbrido; CAD 36.000 - 40.000; Jornada completa

Descripción de la vacante

Ontario Northland is seeking a Spare Customer Call Centre Representative to handle incoming calls, live chat, and inquiries from customers seeking bus/train and interline information. The role requires bilingual English and French proficiency and a home-based, quiet workspace.

Responsibilities include selling tickets over the phone, providing schedules, processing inquiries via multiple channels, and maintaining customer satisfaction in a 24/7 call centre environment with rotating shifts.

Formación

• Secondary School Diploma or GED is required.
• Bilingual English and French proficiency is required.
• 2-3 years of customer service experience in a fast-paced environment, preferably in a call centre.
• Strong computer skills and Windows-based applications.

Responsabilidades

• Sells ONTC bus/train and interline tickets over the phone.
• Provides fare and schedule information for all services to the public.
• Performs daily audit functions to reconcile paperwork and sales.
• Responds to inquiries via email, phone, or other channels.
• Handles customer concerns and complaints professionally.
• Uses Bus Parcel Express software to provide quotes over the phone.
• Engages with customers via the company web page Live Chat.
• Monitors and answers inquiries through social media platforms.
• Coordinates with Customer Service Sales Agents, Motor Coach Operators, and Control Centre.
• Operates in a 24/7 call centre with rotating day, evening, and night shifts.

Conocimientos

Bilingual English/French

Customer service

Call centre experience

Windows software

Home-based work setup

Internet at least 10 Mbps

Independent worker

Educación

Secondary School Diploma or GED

Herramientas

CRM software

Bus/Parcel Express (assumed)

Descripción del empleo

POSITION: Spare Customer Call Centre Representative

Reports To: Supervisor Customer Service

Department: Passenger Services

Location: Remote (Northern Ontario)

Reference: 500-56C-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 1200 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 year’s 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

CLOSING DATE: November 5, 2026 no later than 11:59 p.m.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

If it is determined that any information provided in the application or during the recruitment process is false, misleading, or incomplete, Ontario Northland may discontinue your candidacy from further consideration.

PRE-EMPLOYMENT REQUIREMENTS

The successful candidate will be required to pass the following clearances: criminal record check, employment references, and education verification.

At Ontario Northland, we are committed to employment equity.

We value the unique skills and experience 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 accommodation, please contact Human Resources.

ONTC does not use artificial intelligence (AI) to make or inform hiring decisions. We do use an external applicant tracking system (ATS) to help manage applications efficiently. While the ATS may apply basic automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, pour plus de renseignements.