CUSTOMER CARE REPRESENTATIVE SEASONAL POOL POSTING Full-time Job

Shifts: Various including days, evenings, and holidays

Number of Positions: Multiple seasonal positions available where you are required to work up to 32 hours per week

Location: Remote Work (On-site for training period only)

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster, and easier. Metrolinx is an agency of the Government of Ontario. 

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Customer Care Office is seeking applications for part-time seasonal Customer Care Representatives who will be responsible for providing first-contact resolution for customers of Metrolinx’ s public transit systems and services who contact the Customer Care Office with questions and concerns.

What will I be doing?

• Responds verbally and in writing to customer inquiries through various communication channels including social media networks such as Twitter and Facebook. 
• Provides information and refers customers, when necessary, to appropriate outside offices, such as other public transit companies.
• Exercises effective listening skills and empathy to determine the nature of each call, anticipates customer needs, and provides resolution at first point of contact to meet customer’s travel requirements including trip planning, schedule, fare, station and policy information.
• Establishes and maintains rapport with customers by using probing techniques to guide call and identify issues/concerns.
• De-escalates any potentially volatile situations while providing customer service excellence. 
• Compiles information for group-travel and special needs requests, and coordinates with peer representatives in Station Operations, Bus Operations, and Rail Operations to ensure the delivery of the best possible customer service experience.
• Provides corporate switchboard service ensuring transfer of incoming calls to the appropriate office/extension.
• Uses all available systems and resources quickly and accurately to respond to, and action, customer inquiries in an efficient manner. 
• Maintains current knowledge of new policies, procedures, and services. 
• Understands and delivers on KPIs and performance expectations as outlined by Team Leader.
• Performs other duties as assigned by a Team Leader in Customer Care or designate.

What skills & qualifications do I need?

• Completion of high school diploma or equivalency.
• Fluency in French that meets Ontario Public Service (OPS) standards is an asset. 
• Minimum 6 months of experience delivering customer service in a Contact Centre environment.
• Ability to communicate verbally and in writing to customer inquiries in a quick and efficient manner.
• Ability to use a computer with relevant software and customer service programs.
• Excellent organizational, analytical, and interpersonal skills.

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply.  You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:

Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants with disabilities. If you require assistance or an accommodation due to disability, at any point during the recruitment process, please contact us at: 416-202-5601 or email [email protected].

 

Locations: 20 Bay Street

 

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted. 

METROLINX is connecting communities across the Greater Golden Horseshoe. METROLINX operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Torontos subway system, to get people where they need to go, better, faster and easier. METROLINX is an agency of the Government of Ontario. We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team.