Spare Customer Call Centre Representative

Ontario Northland; Unorganized Kenora District; Hybrid; CAD 36,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Excellent benefits package

Defined benefit pension plan

Paid vacation

Paid personal leave

Discounted transportation

Job summary

Ontario Northland Transportation Commission (ONTC) is hiring a Spare Customer Call Centre Representative to support the Passenger Services department. This remote role in Northern Ontario involves handling calls, live chat, and social media inquiries, and selling tickets by phone.

The position requires a GED or high school diploma, 2–3 years in customer service in a fast-paced environment, bilingual English and French, and ability to work flexible shifts including weekends and holidays.

Qualifications

• Secondary School Diploma or GED is required.
• 2–3 years' experience in customer service, fast-paced, preferably call centre.
• Fluent in English and French; must pass language test.

Responsibilities

• Handle sales of ONTC bus/train tickets over the phone.
• Provide fare and schedule information to the public.
• Reconcile daily sales and perform audit functions.
• Respond to inquiries via email, phone, or other media.
• Address customer concerns and complaints.
• Use Bus Parcel Express software for quotes by phone.
• Assist customers via Live Chat and social media.
• Coordinate with Customer Service Sales Agents and Operators.
• Support 24/7 call centre shifts including nights.

Skills

Customer service

Bilingual EN/FR

Call center experience

Communication skills

Independent work from home

Internet connectivity (10 Mbps down, 1

Education

Secondary School Diploma or GED

Tools

Bus Parcel Express

Social media platforms

Windows-based applications

Job description

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 skillsProject 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.

At 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.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.