Spare Customer Call Centre Representative

POSITION:           Spare Customer Call Centre Representative 
REPORTS TO:      Supervisor, Customer Service
DEPARTMENT:    Passenger Services    
LOCATION:           Remote- Northern Ontario
REFERENCE:        500-56-27
RATE OF PAY:      $26.6790 - $29.6433/hour (Increases set out as per the collective agreement. Full rate                                   effective after 1 year of service.)

WHO WE ARE:
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.  We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:
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.

MAJOR DUTIES/ 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
• Call Centre is a 24/7 operation with rotating day, evening, and night shifts

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

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE: May 25, 2026, no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers 

At Ontario Northland, we are committed to employment equity.  We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation, please contact Human Resources.