Customer Service Representative

Career Opportunity

We are currently seeking a Customer Service Representative to work a 35-hour work week involving rotating shifts consisting of days and afternoons on weekdays and weekends.

What You Will Do

• Receive, research and resolve complaints and inquiries concerning the TTC’s systems and services, including responding to all complaints and inquiries by phone, in person, or in writing.
• Prepare Customer Service Reports and forward to the appropriate department for investigation and follow up as required, ensuring customers are made aware of the final resolution.
• Maintain a good working knowledge of all surface and subway routes, schedules, rules and regulations, and TTC policies.
• Maintain individual records and files.
• Communicate changes and clarify TTC policies and procedures to customers.
• Identify trends and customer impacting issues to relevant departments and supervisors.
• Perform other duties as assigned.
• Demonstrates behaviors that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.
• Candidate will be required to participate in the TTC Customer Service Ambassador Program.

What Skills Do You Bring

What Qualifications Do You Bring

• Strong customer service skills.
• Well-developed interpersonal and effective verbal and written communication skills, combined with a professional telephone manner to effectively deal with the public.
• Demonstrated ability to exercise good judgement and organizational skills to provide quality customer service within established time constraints under minimal supervision.
• Proficiency in the use of PCs and computer software and applications such as Microsoft Office, Microsoft Dynamics, and other systems as required.
• A College Diploma in a related field and several years of experience in a customer service environment, or a combination of education, training and experience deemed to be equivalent.
• 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.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.

Commitment to EDI

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 LGBTQIA+ 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.