Call Centre Agent – Transportation Reservations

7 days ago

Hamilton, Ontario, Canada DARTS Full time

Overview

We are seeking a Call Centre Agent (Reservationist) to join our customer support team. In this role, you'll manage inbound calls and coordinate transportation bookings with accuracy and professionalism. You'll ensure that all trip requests—new, modified, or cancelled—are handled efficiently and entered correctly into the scheduling system. This position demands excellent communication skills, strong attention to detail, and the ability to thrive in a busy call centre environment.

Key Responsibilities

  • Professionally handle incoming calls and assist clients with trip bookings and inquiries.
  • Schedule, adjust, or cancel transportation requests, recurring bookings, and special event trips.
  • Monitor and process trips on the waiting list, confirming details directly with passengers.
  • Recognize and report any potential scheduling conflicts or issues to the Call Centre Team Leader.
  • Relay client feedback, including complaints or compliments, to the Service Coordination Supervisor or Accessible Transportation Services (ATS).
  • Accurately enter and update trip information within the scheduling software.
  • Adhere to all company standards, including health and safety protocols.
  • Support the call centre team with additional duties as needed.

Qualifications

  • High school diploma (Grade 12) or equivalent required.
  • Prior experience in a call centre, customer service, or transportation booking role preferred.

Core Competencies

  • Technical Skills: Comfortable using computer systems, Windows programs, and data entry tools.
  • Customer Service: Approaches every client interaction with empathy, professionalism, and courtesy.
  • Organization: Capable of managing multiple calls and tasks in a high-volume setting.
  • Accuracy: Careful and precise when handling client data and scheduling details.
  • Communication: Strong verbal communication and clear telephone etiquette.
  • Problem Solving: Able to identify and resolve scheduling or client-related challenges quickly.
  • Local Knowledge: Familiarity with Hamilton's geography is an advantage.

Additional Information

  • Able to work with minimal supervision.
  • Flexibility to work various shifts, including weekends and holidays, as required.

Job Types: Part-time, Permanent

Pay: $23.43 per hour

Benefits:

  • Company events
  • Employee assistance program
  • On-site parking

Work Location: In person

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