ABOUT US

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Supervisor, Customer Service, is responsible for providing in-person customer service at various transit locations/facilities and on transit vehicles, providing customer assistance, including responding to questions, resolving issues, education the public on transit services, distributing information and materials, and documenting customer feedback in the Customer Relationship Management (CRM) system, with the overall goal of responding to customers at the First Contact.

WHAT YOU'LL BE DOING

• Provides in-person customer service while travelling bus routes and at transit facilities located throughout the Region and at some Toronto locations; responds in person to conventional and bus rapid transit inquiries from customers and/or prospective customers.
• Uses trip information planner and other technology to provide customers with real-time information.
• Selects and offers the best solution to assist customers with their inquiries.
• Provides customer service and directs customers, as required, during terminal/station construction.
• Provides outreach, information and customer education to customers related to fare policies, fare machines, PRESTO fare card, mobile apps and transit enforcement; provides information and instructions on the use of fare equipment.
• Receives and records all customer complaints, service requests, suggestions and feedback using the CRM system; ensures associated details are recorded accurately and forwarded to the appropriate transit section for further action.
• Completes appropriate documentation/report for Incidents/Accidents and forwards to appropriate staff.
• Ensures communication materials, including route maps, schedules and posters, are current and available at all transit and supporting facilities, including shelters, stops, terminals, municipal offices, schools, and on-board buses.
• Responds to inquiries and resolves concerns, as appropriate.
• Ensures that services provided meet Regional customer service standards.
• Promotes transit services by representing YRT/Viva at community events, including school orientations, festivals and fairs.
• Provides back-up to Customer Service Representatives in call centre, as required.
• Performs other related duties as assigned.

WHAT WE'RE LOOKING FOR

• Successful completion of a College diploma in Business Administration, Communication or a related field, or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in a customer service environment, providing pro-active, in-person customer service to the general public.
• Demonstrated ability to work independently with minimal supervision and make sound business decisions, good judgment and discretion that show customer focus.
• Demonstrated ability to work under pressure and handle stressful situations, ensuring composure is maintained and customers are handled in accordance with workplace principles and practices.
• Demonstrated ability to de-escalate and diffuse difficult situations.
• Demonstrated knowledge of complaint and conflict resolution techniques.
• General knowledge of services provided by York Region Transit.
• Demonstrated ability in the Region’s core competencies.
• Excellent interpersonal, verbal and written communication skills to resolve customer issues, conflicts and complaints, both in person and by telephone.
• Valid Ontario Class "G" driver's license, free and clear of offences under the Highway Traffic Act, and reliable vehicle to use on corporate business.
• Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential.
• Ability to work outside normal business hours, as required.
• Ability to work in adverse weather conditions, including to physically withstanding long periods of standing, walking and working outside.
• Ability to work shifts, weekends, and holidays, as required

Please apply online by 5:00PM EST of the closing date indicated above.

All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.