Spare Customer Call Centre Representative

Ontario Northland; United States; Remote; USD 26,000 - 29,000; Full time

Job summary

Ontario Northland Transportation Commission (ONTC) seeks a Spare Customer Call Centre Representative to join the Passenger Services team. This remote role supports calls, live chat, and social media inquiries, with day, evening, and night shifts as part of a 24/7 operation.

The position requires 2–3 years of customer service experience in a fast-paced setting, fluency in English and French, and strong written and verbal communication.

Qualifications

• 2–3 years of customer service experience in a fast-paced environment.
• Fluent in English and French; able to pass a French proficiency test.
• Able to work shift work including weekends and holidays.
• Work from home with a quiet, dedicated workspace and reliable internet.
• Strong written and verbal communication; good at reconciling transactions.

Responsibilities

• Sell ONTC bus/train tickets over the phone.
• Provide fare and schedule information for all services.
• Perform daily audits to reconcile paperwork and sales.
• Respond to inquiries via email, phone, or other channels.
• Handle customer concerns and complaints and document interactions.

Skills

Customer service

Bilingual English/French

Communication skills

Independent work

Problem solving

Time management

Education

Secondary School Diploma or GED

Tools

Bus Parcel Express software

Windows-based applications

Job description

POSITION: Spare Customer Call Centre Representative
REPORTS TO: Supervisor Customer Service
DEPARTMENT: Passenger Services
LOCATION: Remote (Northern Ontario)
REFERENCE: 500-56C-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 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 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)

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.
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