Customer Service Representative

Requisition ID 10936 - Posted - Marketing and Customer Experience (20000003) - Customer Service (30000564) - Job Opportunity

JOB INFORMATION
Requisition ID: 10936
Number of Vacancies: 1
Department: Marketing and Customer Experience (20000003) - Customer Service (30000564)
Salary Information: $33.49 - $41.90
Pay Scale Group: CS13 (CAN/A/M/CS13)
Employment Type: Regular
Weekly Hours: 35, Off Days: Various Shift: Various
Posted On: March 31, 2025
Last Day to Apply: April 7, 2025
Reports to: Customer Service Supervisor

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA, has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities, which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year.

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

We are currently seeking a Customer Service Representative to work a 35-hour work week involving rotating shifts consisting of days and afternoons on weekdays and weekends.

What You Will Do

- Receive, research and resolve complaints and inquiries concerning the TTC’s systems and services, including responding to all complaints and inquiries by phone, in person, or in writing.
- Prepare Customer Service Reports and forward to the appropriate department for investigation and follow up as required, ensuring customers are made aware of the final resolution.
- Maintain a good working knowledge of all surface and subway routes, schedules, rules and regulations, and TTC policies.
- Maintain individual records and files.
- Communicate changes and clarify TTC policies and procedures to customers.
- Identify trends and customer impacting issues to relevant departments and supervisors.
- Perform other duties as assigned.
- Demonstrate behaviors that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment.
- Candidate will be required to participate in the TTC Customer Service Ambassador Program.

What Skills Do You Bring

- Communicate in a variety of mediums.
- Demonstrate appropriate and effective interpersonal communications through various media.
- Gather information and conduct research.
- Use office technology, software and applications.

What Qualifications Do You Bring

- Well-developed interpersonal and effective verbal and written communication skills, combined with a professional telephone manner to effectively deal with the public.
- Demonstrated ability to exercise good judgement and organizational skills to provide quality customer service within established time constraints under minimal supervision.
- Proficiency in the use of PCs and computer software and applications such as Microsoft Office, Microsoft Dynamics, and other systems as required.
- A College Diploma in a related field and several years of experience in a customer service environment, or a combination of education, training and experience deemed to be equivalent.
- Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

What We Offer

- Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
- One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan.
- A comprehensive package that covers health, dental, vision and more.
- Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

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