Customer Service Representative
@ Toronto Transit Commission (TTC)

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 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.