Customer Service Representative

Full-Time

TTC

JOB INFORMATION
Requisition ID: 8546 
Number of Vacancies: up to 2 
Department: Marketing and Customer Experience (20000003) – Customer Service (30000564) 
Salary Information:  $25.57  –  $31.95
Pay Scale Group:  CS11

Union: ATU113 
Employment Type:  Regular
Weekly Hours:  35 Off Days:  Saturday and Sunday   Shift:  Day/Afternoon
Posted On:  December 1, 2023
Last Day to Apply:  December 7, 2023
Reports to: Lost Articles Supervisor 

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

JOB INFORMATION

The Lost Articles Office is located in the mezzanine level of Bay Station. As such, there are no windows and you will be exposed to subway vehicle noise.

KEY ACCOUNTABILITIES

•    Provides customer service in person and via telephone concerning lost articles 
•    Performs routine computer duties including searching computer database to retrieve lost articles for customers; verifying receipt of articles from Transit Divisions, updating the database, reporting discrepancies to Divisions; assigning article codes and inputting the articles into the database 
•    Notifies owners of lost articles via telephone or mail to arrange for pick-up 
•    Stores articles in appropriate bins; maintains storage bins to ensure efficient retrieval of articles; and keeps work areas and articles appropriately organized and stored 
•    Strips unclaimed articles into saleable, charitable and disposal lots; and assists in packaging and pick up of lots for auction sales and charity 
•    Receives, processes and distributes Ride Guide orders 
•    Issues cash, and assists customers with filling out required paperwork to claim an item; locks the safe, and secures the office at closing as required; and performs related duties as assigned 
•    Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer
•    Participation in the TTC Customer Service Ambassador Program.

SKILLS, KNOWLEDGE AND EXPERIENCE

•    Completion of minimum Grade 10 secondary education combined with customer service experience, or a combination of education, training and experience deemed to be equivalent.  
•    Excellent customer service, communication and interpersonal skills including a professional telephone manner and the ability to establish effective working relationships with internal colleagues 
•    Good knowledge of modern office methods, procedures and practices 
•    Good organizational, keyboard/data entry skills; and the ability to operate a PC and relevant software applications such as MS Word, Excel, etc.
•    Sound knowledge of TTC routes, divisions and office practices and procedures applicable to work assigned
•    Continuous lifting of heavy objects and handling of light or average weight objects is a requirement of the job
•    Sound judgement, sensitivity and discretion is essential
•    Must have, or rapidly acquire, a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements pertaining to passengers and employees.

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee. 

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

To apply for this job please visit career17.sapsf.com.