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. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers
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.

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