Transit Scheduler & On-Demand Mobility Coordinator

Oakville; Oakville; On-site; CAD 42,000 - 64,000; Full time

Job summary

The Town of Oakville is seeking a frontline customer service coordinator for On Demand Services, reporting to the Supervisor, On Demand Services at Oakville Transit. You will assist with trip planning, reservations, and coordination for specialized services (care-A-van) and on-demand customers, handling cancellations, no-shows, and urgent requests with empathy and precision.

Strong listening and communication skills are essential to build relationships with diverse customers and staff.

Qualifications

• Minimum two-year College Diploma plus 1-3 years administrative or customer service experience.
• Courses or experience in gerontology/LTC, patient/personal care, accessibility, community/social services, hospitals or help lines are assets.
• Excellent customer service and interpersonal skills including verbal and written communication, active listening, and ability to remain calm under pressure.

Responsibilities

• 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 efficiency.
• Use radio dispatch to communicate with drivers for cancellations, changes, and special instructions.
• Resolve issues related to service disruptions with contracted taxi service.
• Process customer applications, create profiles, and assist with customer correspondence.
• Assist with tracking service performance metrics and produce daily/weekly/monthly reports.
• Handle customer service issues from specialized service and on-demand customers, members of the public and drivers.
• Perform other duties as assigned.

Skills

Customer service

Active listening

Communication

Empathy

Multitasking

Time management

Bilingual abilities

Education

Two-year College Diploma

Tools

MS Office (Teams)

Scheduling software

Radio dispatch

Spare Labs

Job description

The Town of Oakville is seeking a frontline customer service coordinator for On Demand Services, reporting to the Supervisor, On Demand Services at Oakville Transit. You will assist with trip planning, reservations, and coordination for specialized services (care-A-van) and on-demand customers, handling cancellations, no-shows, and urgent requests with empathy and precision.

Strong listening and communication skills are essential to build relationships with diverse customers and staff.