Trip Reservationist

York Region (The Regional Municipality of York); Richmond Hill; Hybrid; CAD 52,000 - 56,000; Part time

Job summary

York Region is seeking a temporary, part-time Customer Service Dispatcher in Transit to provide on-demand trip booking services. The role supports booking, entering, confirming and cancelling requests, with a start date immediate and a scheduled 27.5 hours per week.

The incumbent will work under the Team Lead, handle customer inquiries, coordinate with dispatch, and assist with adjustments to bookings and service changes.

Qualifications

• Minimum one (1) year customer service experience including call centre or dispatch centre experience.
• Knowledge of on-demand transit operating policies and procedures.
• Strong verbal communication skills to interact with customers and the public.

Responsibilities

• Receives, records, books, cancels, confirms and adjusts advanced bookings and service requests.
• Enters trip request information into the appropriate system(s).
• Contacts customers regarding booking discrepancies and schedule changes.
• Notifies dispatch of same-day booking requests, changes or late vehicles.
• Answers inquiries from customers regarding policies, schedules and locations.

Skills

Customer service

Verbal communication

MS Office

Calm under pressure

Relationship building

Teamwork

Education

Secondary School Diploma

Tools

Specialized transit scheduling software

Job description

Job Title

Status

Temporary Part-Time

Temporary - Approximate length of assignment, in months

9

Type of Position

a Replacement

Start Date

immediate

Per hour

Salary Grade

$37.94 - $41.23

Department

York Region -> Public Works -> Transit

Location

Job Description (E)

ABOUT US

Almost 1.3 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2051. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people.Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Recognized by Forbes as one of Canada’s Best Employers, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipal Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Under the direction of the Team Lead, this position is responsible for providing trip booking services to on demand customers, including receiving, entering, confirming and/or cancelling customer trip requests for the Regions on demand service.

WHAT YOU'LL BE DOING

• Receives, records, books, cancels, confirms and adjusts advance bookings, standby service requests and various other service requests for customers.
• Enters trip request information into the appropriate system(s).
• Contacts customers regarding potential booking discrepancies and/or schedule changes as directed.
• Notifies dispatch of same day booking requests, changes or late vehicles.
• Answers inquiries from customers and the public regarding operating policies, changes, holiday service schedules, stop locations etc.
• Informs management and/or Team Lead of problems related to bookings, system issues etc.
• Contacts service providers, concerning late vehicles, and advises customers.
• Performs other duties as assigned, in accordance with Branch and Department objectives.

WHAT WE'RE LOOKING FOR

• Successful completion of a Secondary School Diploma or approved equivalent combination of education and experience.
• Minimum one (1) year customer service experience including call centre or dispatch centre experience.
• Demonstrated experience working with persons of disabilities.
• Knowledge of specialized transit scheduling software.
• Demonstrated ability in the Region’s leadership/and core competencies.
• Knowledge of on demand transit operating policies and procedures.
• Basic skills in virtual platforms and MS Office Suite.
• Strong verbal communication skills to interact with customers and the public.
• Ability to remain calm during stressful or confrontational interactions.
• Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential.
• Ability to work independently on rotating shifts including weekends.
• Ability to travel to offsite locations, as required.
• Ability to work outside regular business hours, as required.

Scheduled Weekly Hours

27.5

Scheduled Shifts

Operational Hours

Close Date

October 7, 2026

# of Hires Needed

1

Union

CUPE Local 4900

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email [e-mail] or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.