Job Description

Call Centre Agent – On-Demand Transit

SOUTHLAND Transportation is seeking dedicated Call Centre Agents to join our team! Call Centre Agents provide the highest quality care of our customers and communication to our drivers and other members of the team.

Part-time position available; must be available for shift work Sunday through Saturday. Shifts fall between the hours of 5:00 am and midnight. On-Demand Transit operates 7 days per week, including holidays. This position offers 2 - 3 shifts per week (16 - 24 hours).

Knowledge and Skills Required:

• Good communicator – fluent in reading, writing and spoken English
• Ability to speak a second language an advantage
• Confident, pleasant and welcoming disposition
• Previous experience in a customer facing / customer service position
• Computer literate and experienced with MS Office
• Good problem-solving skills
• Able to work on own initiative
• High school diploma or general equivalency diploma (GED)
• Experience in the transit/transportation industry a definite asset
• Familiarity with routes, roadways, transit operations, etc.
• Excellent communication skills
• Strong organizational planning, multitasking and problem-solving skills

Principal Duties and Responsibilities:

• Answer incoming telephone calls for bookings, enquiries and assistance
• Add bookings on-line for customers without computer access
• Answer customers' questions about service, booking system and vehicles
• Liaise with Supervisor, drivers and other CSA’s to ensure a smooth and trouble-free operation
• Provide information to the Supervisor to enable them to make decisions regarding service, load levels and service changes
• Compile data on passenger numbers for each trip
• Manage and log lost property items
• Professionally deal with public, customer & staff inquiries and find diplomatic solutions for concerns
• Monitor RideCo App to ensure functionality and performance
• Perform daily audits of on-time performance
• Ensure operating procedures are adhered to

Position Details:

The hourly rate for this position is $15.00 per hour to start, increasing to $18.00 per hour following the completion of training.