Customer Service Representative - Vancouver

Keolis Canada • Vancouver, BC

5d • CA$18 • Onsite

About The Position

Customer Service Representative - Full Time, Permanent
Pacific Central Station, Vancouver, BC
Full-Time Opportunity| Days, evenings, holidays and weekend shifts | Hourly
Rate: $18.25

With EBus, every journey begins with you. Step into a role that moves people. Picture yourself as the welcoming smile a traveler sees before setting off to visit family, start a new chapter, or discover a new destination. As a customer service representative with EBus in Vancouver, you’ll be the friendly guide who answers questions and ensures every passenger’s journey is as smooth and stress-free as possible. You won’t just be behind a counter; you’ll be part of the moments that help people connect across BC and Alberta. At EBus, proudly part of the Keolis Canada family, we’re not just about moving people - we’re about creating travel experiences that feel easy and welcoming every step of the way.

About Keolis

Keolis is one of the world's leading transportation companies, operating in 13 countries and helping millions of passengers travel safely and reliably every day. In Canada, our team of nearly 2,000 employees operates transit systems, intercity motorcoaches, airport shuttles, paratransit services, and rail networks that connect communities across the country.

At Keolis, we recognize that great service starts with great people. That's why we focus on creating a supportive workplace where employees are valued, respected, and provided with opportunities to learn and grow. Whether you're helping a passenger reach their destination, supporting operations behind the scenes, or maintaining the services our communities rely on, your work makes a difference every day.

When you join Keolis, you're joining a team dedicated to safety, customer service, teamwork, and operational excellence. Together, we're helping people travel with confidence while building stronger, more connected communities.

Requirements

• Provide exceptional customer service with a positive, customer-first attitude and a genuine desire to help others.
• Communicate clearly and professionally with customers, coworkers, and operational teams in person, over the phone, and through written correspondence.
• Demonstrate strong problem-solving and decision-making skills, particularly when responding to service disruptions, customer concerns, or changing priorities.
• Remain calm, professional, and solution-focused in a fast-paced environment with competing demands and tight timelines.
• Maintain a high level of accuracy, attention to detail, and organization when processing transactions, reservations, and customer information.
• Work effectively both independently and as part of a team while contributing to a positive and collaborative workplace culture.
• Display reliability, punctuality, accountability, and a strong work ethic.
• Confidently enforce company policies and procedures in a respectful, professional, and customer-focused manner.
• Demonstrate strong time-management and multitasking skills while balancing customer service, operational, and administrative responsibilities.
• Be comfortable learning and using computer systems, reservation platforms, point-of-sale systems, and Microsoft Office applications.
• Successful completion of a criminal background check is required as a condition of employment.

Nice To Haves

• Previous customer service experience in transportation, hospitality, tourism, retail, or a similar customer-facing environment is considered an asset.
• Previous experience handling cash, processing transactions, or working with reservation and booking systems is considered an asset.
• First Aid certification is considered an asset.

Responsibilities

• Welcome and assist customers in person, over the phone, and online, delivering a positive and professional customer experience at every interaction.
• Book, modify, and cancel reservations accurately while ensuring customers receive the information they need for a smooth travel experience.
• Process payments, refunds, exchanges, and other transactions while maintaining accurate records and cash-handling procedures.
• Support customers with online bookings, account access, and general website navigation, helping troubleshoot issues as they arise.
• Assist passengers with check-in, luggage storage, boarding, and general travel-related inquiries.
• Provide accurate information regarding schedules, routes, fares, travel policies, delays, cancellations, and service updates.
• Proactively contact passengers by phone, email, or other communication methods regarding service disruptions, schedule changes, cancellations, and other important travel information.
• Conduct accurate passenger head counts and verify passenger manifests prior to departure.
• Monitor boarding activities to ensure the safe, efficient, and timely loading of passengers and luggage.
• Make announcements regarding boarding, departures, service updates, safety procedures, onboard amenities, and company policies.
• Assist with luggage handling, storage, tagging, and accountability to help ensure items are transported safely and correctly.
• Support drivers and operational staff by acting as a spotter during reversing maneuvers and other safety-sensitive activities when required.
• Enforce company policies and procedures in a professional, respectful, and customer-focused manner.
• Communicate and collaborate effectively with Dispatch, Drivers, Maintenance, and other operational teams to support service delivery and resolve customer concerns.
• Maintain a clean, organized, well-stocked, and professional ticket office environment.
• Complete administrative, operational, and reporting tasks accurately and within established timelines.
• Monitor station activity and help maintain a safe, welcoming, and customer-focused environment for passengers and visitors.
• Respond calmly and professionally to customer concerns, service disruptions, and unexpected situations while identifying solutions and escalating issues when necessary.

Benefits

• Hourly wage: $18.25
• Comprehensive Health & Dental Benefits Package, including Life Insurance coverage.
• Discounted and standby travel on our luxury motorcoach network.
• Employer-paid parking.
• Access to an Employee Assistance Program (EAP) offering confidential wellness, mental health, and support services.
• A stable, established organization with a strong reputation for safety and customer service.
• Additional company-sponsored wellness and employee benefit programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed