Customer Service Representative

Requisition ID: 19341

Department: Transit Services Dept.

Service: Transit Customer Syst & Planning Service

Branch: Customer Service Branch

Employment Type: up to 10 Temporary Full-time (up to 9 months) and 4 Full-Time Permanent Status Position(s) (See "What You Need to Know")

Work Hours: 35.00 hours per week

Affiliation: ATU 1760

Salary Information: $48, $69,094.48 annually (2023 rates of pay)

Location: 925 Belfast road

City: Ottawa, ON

Job Category: Transit Services - OC Transpo

Application Close: 30/10/2025

JOB SUMMARY

Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations.

You are responsible for providing transit (conventional and para) customer services, including:

• responding to customer enquiries, complaints and/or feedback and providing information through various channels, including but not limited to: telephone, in person, on-line (web, social media) and in writing
• processing financial transactions for fare instruments and other products/services
• receiving and processing transportation requests and registration for Para Transpo service

EDUCATION AND EXPERIENCE

Completion of Grade 12

Minimum of 2 years of relevant experience in a customer service environment, providing service to the public by telephone, in person, in writing and electronically such as a call centre and/or counter service operations

KNOWLEDGE

• Public transit system, procedures and policies, branch and departmental responsibilities
• Call-handling protocols / etiquette
• Problem-solving and customer service practices and strategies related to serving the public
• Fares/fare eligibility
• City cash handling procedures and policies, operation of a cash register, balancing cash and preparing daily deposits
• City of Ottawa geography, and transit routes and schedules
• Computer applications and databases such as: Microsoft office, Internet, SAP
• Filing and information systems
• Knowledge of applicable health and safety legislation, including the rights & duties of workers

COMPETENCIES, SKILLS AND ABILITIES

• Work independently and in a team setting
• High level of judgement, tact, diplomacy and problem-solving skills
• Organize, plan, multi-task and prioritize work
• Customer service sensitivity to meet diverse customer requirements
• Able to write detailed, concise and accurate descriptions of customer interactions including complaints
• Able to prepare written information including correspondence and reports in an organized, clear and concise manner
• Ability to listen, probe, and tactfully respond to client enquiries and complaints
• Excellent written and verbal communication and interpersonal skills
• Possess strong data entry, keyboarding and information retrieval skills
• Possess good presentation / public speaking skills
• Ability to read, interpret and explain operating rules / procedures, maps and timetables
• Able to account for and report sales revenue
• Possess a strong customer service orientation
• Flexible and adaptable to deal with shifting priorities
• Able to think logically, thoroughly, and be attentive to detail
• Able to work in a fast-paced, often stressful work environment
• Possess maturity, interpersonal skills and good judgement
• Able to display tact and courtesy, and to exercise discretion
• Good attendance and job performance record
• Able to work a variety of shifts covering a 24-7 operation, and willingness to work long hours, including evenings and weekends

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa's satisfaction.; Police record checks completed by a third-party company will not be accepted.
• Permanent Status Positions: The successful applicant will have permanent full-time status (although the position itself is temporary and temporarily funded) in accordance with the terms and conditions of the ATU 1760 collective agreement. This means that a permanent employee relinquishes their current substantive position upon date of hire into this position. Should the position be declared surplus/redundant, the employee will be entitled to the Article 35 – Organizational & Technological Change provisions outlined in the ATU 1760 collective agreement, as long as the employee is the substantive holder of the position at the time it is declared surplus/redundant.
• Must be able to work shifts, weekends and statutory holidays at a variety of locations.; Additional vacancies may occur during the competition process
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.

Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at extension 12211 or via email at esc-