Description

JOB INFORMATION

The Customer Service Agent is responsible for demonstrating in a consistently applied professional manner, excellent customer service by routinely ensuring a reliable, safe, clean and engaging customer experience. This involves maintaining a secure and customer friendly environment by ensuring compliance with all TTC company standards and policies; interacting directly with customers, providing them with assistance, answering questions and addressing concerns. Also, this involves conducting routine, scheduled and detailed station inspections, performing light maintenance and resetting equipment, as required. Provides exemplary personal service to customers presented with any accessibility issues while using TTC Stations. Participates in preparatory emergency measures and responds to emergencies as required. The incumbent will be required to submit reports, as required, regarding service performance, regulations, signage, station performance and fault reporting, etc. and liaise with customers, tenants, visitors, contractors, co-workers and various levels of management on a regular, consistent basis. The incumbent will also perform light cleaning in and around the ticket hall area and will provide assistance in clearing snow/slush and water from station entrances and stairs.
 
The work is performed under the general direction of the Station Supervisor or their designate.

KEY ACCOUNTABILITIES

The Customer Service Agent will perform any combination of the following duties: (will be required to work shifts)

Provide superior customer service in all areas of station activities. This involves:

• Interacting with customers, dealing with enquiries and concerns;
• Providing directions to routes, local points of interest/attractions and special events;
• Providing assistance and information to customers concerning fares, routes and schedules, destinations, alternate routing during service disruptions and service updates, as required;
• Ensuring a continuous flow of customers to avoid platform overcrowding by providing the appropriate fare line equipment management to reduce over-crowding, as required;  
• Logging and sending lost articles to the appropriate work location;
• Ensuring appropriate response personnel have been alerted and dispatched regarding inappropriate customer behaviors;
• Ensuring that customer information facilities e.g. PA announcements, Customer Information Boards, maps and timetables are utilised, properly and effectively displayed and up to date;

Providing exemplary personal service to customers with accessibility restrictions. This involves:

• Assisting customers with accessibility issues to plan their trip and offering easier access operation for their consideration or alternative routes with easier access;
• Advising TCC and/or Station Hub of customers with accessibility issue in need of further assistance;
• Observing and approaching customers with accessibility issues and offering to escort the customer from Station entrance on to subway/vehicle and/or attend to customers approaching from other stations; 

KEY ACCOUNTABILITIES CONTINUED

Reporting on station activities. This involves:

• Observing and reporting on cleanliness issues, ongoing irregularities, potential legal claims or occurrences;

Maintaining a Safe and Secure Environment through Checks and Light Maintenance. This involves:

• Inspecting the entire station premises, including the areas outside and immediately adjacent to Stations, and report all deficiencies;
• Conducting shift start and various daily inspections of assigned station(s) noting building, bathroom, equipment or cleaning deficiencies and reporting same for resolution;
• Monitoring equipment (elevators, escalators, fare dispensing machines, PRESTO, cameras, etc.) to ensure functionality and report issues to the Station Supervisor or designate to avoid service disruptions to the customer and posting appropriate signage indicating out of order, location of alternate units and planned restoration date(s);
• Opening/closing stations, as required, by following open/close procedures involving locking/unlocking stations, escalator start/stop, elevator start and one cycle observation; 
• Attending to station asset faults, as observed or required, by performing routine restart/reset procedures and minor light maintenance to resolve the issue;

Responding to emergencies, planned closures and unplanned events as required. This involves:

• Assisting with station evacuations and subway replacement bus shuttles during station emergencies or unplanned events;
• Maintaining an orderly flow of customers and information to customers during Station incidents;
• Submitting detailed reports, as required;
• Acting as the TTC’s liaison with first responders from TPS and other emergency services as required;
• Responsible for treating passengers and employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed 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;

Performing related duties as assigned.

SKILLS, KNOWLEDGE AND EXPERIENCE

• Requires completion of grade 12 or its recognized equivalent as determined by the Training & Development Department;
• A minimum of one (1) year of previous experience working in a customer service environment demonstrating the ability to interact with customers by providing assistance, information, answering questions, addressing concerns, dealing with conflict situations and those with disabilities
• Good keyboarding skills with the ability to operate a tablet / lap top and related computer applications (word processing, spreadsheet and forms) related to the work
• Demonstrated ability to understand and follow verbal and written instructions and communicate effectively, verbally and in writing
• Successful candidates will be required to attend and successfully complete all applicable training and attend a customer service re-certification program every two years
• Must complete a series of self-directed e-learning modules related to the work
• 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.