Spare Customer Call Centre Representative

Ontario Northland

11h•Remote

About The Position

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. This role functions on a flexible, as-needed basis, covering scheduled shifts during vacations, sick leave, and peak periods. Hours are variable and not guaranteed, requiring adaptability and readiness to support operational needs. 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.

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
Pass a criminal record check, employment references and education verification.

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