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Customer Call Centre Representative

1 month ago

Thunder Bay, Canada Ontario Northland Full time

**POSITION**: Customer Call Centre Representative
**REPORTS TO**: Supervisor Customer Service
**DEPARTMENT**: Passenger Services
**LOCATION**: Remote
- Northern Ontario
**REFERENCE**: 500-202-25
**RATE OF PAY**: $24.9727/hour

**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 900 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 (CCCR) 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 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)
- 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
- Working knowledge of Accessibility Regulations (AODA)
- Commitment to health and safety

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.

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