Description

About the job

JOB INFORMATION

Requisition ID: 9657

Number of Vacancies: 2

Department: Wheel-Trans Operations - Customer Service

Salary Information: $32.33 - $41.51

Pay Scale Group: 9WT

Employment Type: Regular

Weekly Hours: 40 Off Days: Various Shift: Various

Posted On: June 18, 2024

Last Day to Apply: June 24, 2024

Reports to: Supervisor, Customer Service

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."

Career Opportunity

Looking for a new and exciting job opportunity? We are looking for two (2) Community Service Representatives to join our Wheel Trans Operations team!

The position(s) consist of various shifts and various off days.

What You Will Do

• You will be reporting to the Supervisor, Customer Service, and you will be responsible to receive, research, resolve complaints both verbally and in writing concerning Wheel-Trans and accessible services.
• You will communicate changes, explaining and clarifying Wheel-Trans policies and procedures to customers.
• You will prepare written responses to complaints and inquiries on behalf of Management, Commissioners and local politicians.
• You will also monitor complaint statistics, operating problems and identifying trends or patterns.
• Additionally, you will also prepare weekly Customer Service Report (CSR), compiling data for various internal reports and research projects relative to Wheel Trans operations and accessible services.
• You will communicate and monitor policies and programs (i.e. Late Cancellation/No Show policy).
• You will develop and conduct presentations and orientation tours and participating in public meetings related to Wheel-Trans.
• You will also coordinate and report on all phases of Wheel-Trans Customer Registration process.

What Qualifications Do You Bring

• Your education will consist of a completed college or university level course in Marketing or Communications or other relevant discipline as determined by management, or the equivalent, of 1 year of practical experience in dealing with issues relating to customer eligibility for para-transit service.
• Your application must reveal a minimum of 2 years of demonstrated customer service experience effectively dealing with external/internal customers as well as community organizations and the general public
• Your application must reveal that you have demonstrated proficiency in the use of a PC and software applications related to the work such as Microsoft Office, Customer Relationship Management (CRM) System, SharePoint, etc.
• You must successfully complete and pass all tests set by the Department which correspond in content to the knowledge, theory, aptitude and/or practical requirements for this position.
• You must have or acquire comprehensive knowledge of the Accessibility for Ontarians with Disability Act (AODA)
• Additionally, you must have or rapidly acquire a good knowledge of the TTC’s accessible service including: Easier Access Plan, Accessible Transit Service Plan and Accessibility Policies.

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. x

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.

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.