Senior Customer Service Representative

Job Description


Requisition ID: 918 

Department: Transit Services Department

Service: Transit Customer Systems & Planning Service

Branch: Customer Service Branch

Employment Type: Up to 6 Full-time Temporary Positions (from 3 months up to 14 months)

Work Hours: 35.00 /hours per week

Affiliation: ATU 1760

Salary Information: $51,848.16  - $73,540.74  annually (2021 rates of pay)

Location: ​​​​​​​Transit Service, 925 Belfast - some positions temporarily working remotely due to COVID-19

City: Ottawa, ON

Job Category: Administrative and Support Services; Transportation

Application Close: 14/01/2022

Note: Various locations - ability to work effectively in a team environment within a 24/7 shift operation.

Successful candidates should expect to work overnights, weekends, and statutory holidays, per applicable

employment legislation (including collective agreement).

style="font-size:1.0em;margin:0.0px">JOB SUMMARY

Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations.

You act as a functional supervisor to Customer Service Representatives and ensure the provision of excellent customer service and the effectiveness of the work team.

You are responsible for providing transit (conventional and para) customer services, including:

  • responding to escalated customer enquiries, complaints and/or feedback and providing information through various channels including but not limited to: telephone, in person, on-line (web, social media) and in writing

  • processing financial transactions for fare instruments and other products/services

  • receiving and processing transportation requests and registration for Para Transpo service

In operating as functional supervisor, you execute the same functions as the Customer Service Representative.

style="font-size:1.0em;margin:0.0px">EDUCATION AND EXPERIENCE

Completion of 2 years post-secondary education in one of the following related fields: Communications, Public Relations, Service industry, or Business Administration.

Minimum of 3 years of experience in customer service, public relations and/or information, communicating with the public, preferably with 2 of these years in a similar role with Transit Services.


  • Public transit system, procedures and policies, branch and departmental responsibilities

  • Call-handling protocols / etiquette

  • Problem-solving and customer service practices and strategies related to serving the public

  • Fares/fare eligibility

  • City cash handling procedures and policies, operation of a cash register, balancing cash and preparing daily deposits

  • City of Ottawa geography, and transit routes and schedules

  • Computer applications and databases such as: Microsoft office, Internet, SAP

  • Filing and information systems

  • Knowledge of applicable health and safety legislation, including the rights and duties of workers

style="font-size:1.0em;margin:0.0px">COMPETENCIES, SKILLS AND ABILITIES

  • Able to lead and motivate staff, coordinate/assign work, manage work quality, and work scheduling/completion

  • High level of judgement, tact, diplomacy and problem-solving skills

  • Possess organizational skills and flexibility to plan, organize and prioritize own work and that of others, and to deal effectively with multiple demands, conflicting priorities, pressures and deadlines

  • Proven ability to exercise sound judgment and to make independent decisions

  • Able to identify and assess problems and to use analytic and problem solving skills to seek remedies

  • Proven capability in dealing with complaints, and difficult or confrontational situations or behaviours

  • Able to write detailed, concise and accurate descriptions of customer interactions including complaints

  • Able to prepare written information including correspondence and reports in an organized, clear and concise manner

  • Work independently and in a team setting

  • Organize, plan, multi-task and prioritize work

  • Customer service sensitivity to meet diverse customer requirements

  • Ability to listen, probe, and tactfully respond to client enquiries and complaints

  • Excellent written and verbal communication and interpersonal skills

  • Possess strong data entry, keyboarding and information retrieval skills

  • Possess good presentation / public speaking skills

  • Ability to read, interpret and explain operating rules / procedures, maps and timetables

  • Able to account for and report sales revenue

  • Possess a strong customer service orientation

  • Flexible and adaptable to deal with shifting priorities

  • Able to think logically, thoroughly, and be attentive to detail

  • Able to work in a fast-paced, often stressful work environment

  • Possess maturity, interpersonal skills and good judgement

  • Able to display tact and courtesy, and to exercise discretion

  • Good attendance and job performance record

  • Able to work a variety of shifts covering a 24-7 operation, and willingness to work long hours, including evenings and weekends


  • Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.

  • Police Record Check: The successful candidate will be required to complete a Criminal Record Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction. Police record checks completed by a third-party company will not be accepted.

  • You may be required to work remotely due to Covid-19 while the City of Ottawa operates under mandatory telework.; Must be able to work shifts, weekends and statutory holidays at a variety of locations.

  • Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.

  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from women, Aboriginal peoples and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions.

The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.

The City of Ottawa has a Mandatory Vaccination Policy which requires all employees to be fully vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.

Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.


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