About the role

Représentant du centre d’appels d’Ontario Northland, organisme ontarien de transport, vendant des billets d’autobus et de train. Réponse aux demandes clients par téléphone, courriel, clavardage et médias sociaux.

Responsibilities

Sell bus and train tickets, as well as combined through tickets for Ontario Northland, by telephone
Provide the general public with fare and schedule information for all services
Perform daily checks and reconcile documents and daily sales
Respond to customer inquiries received by email, telephone, or other correspondence
Address customer concerns and complaints
Use the Bus Parcel Express software to provide pricing information by telephone
Respond to customers through the live chat service
Follow up on and respond to inquiries through social media platforms
Communicate with Customer Service Sales Representatives, bus operators, and the Control Centre
Collect information from incoming calls, live chat sessions, and various media platforms, and route it appropriately
Work day, evening, and overnight shifts in a call centre operating 24 hours a day, 7 days a week

High school diploma or General Educational Development (GED) certificate
Two to three years of customer service experience in a fast-paced environment, preferably in a call centre
Fluency in both official languages (English and French) is required
Must be able to pass a French-language proficiency test
Must be available to work shifts, weekends, and statutory holidays
Ability to work independently from home in a safe workspace, specifically a room or office with a closable door to prevent noise and distractions
Must have an Internet connection that consistently provides excellent call quality and low latency, with a minimum download speed of 10 Mbps and upload speed of 1 Mbps through the Internet bandwidth
Excellent computer skills and experience using Windows applications
Excellent verbal and written communication skills
Must consistently project a positive and helpful image
Experience reconciling multiple transactions
Working knowledge of social media platforms (Facebook, X [formerly Twitter])
Ability to work independently
Flexibility to adapt to schedule changes
Working knowledge of accessibility legislation, including Ontario’s Accessibility for Ontarians with Disabilities Act, 2005
Must be committed to complying with the Commission’s occupational health and safety standards
Pre-employment criminal record, employment reference, and education checks required
Must be legally authorized to work in Canada
Must be located in Northern Ontario (North Bay and north)

Excellent benefits package
Defined benefit pension plan
Paid vacation
Paid personal days
Discounts on bus and passenger train services
Accommodation available for applicants with disabilities throughout the recruitment process