Start Rate (Non-negotiable): $23.38 per hour
Shifts: Various including days, evenings, and holidays
Number of Positions: 4 Part-Time positions
Hours Per Week: upto 32 hours

This talent pool may be used to fill full-time or contract positions within Metrolinx that may arise within the next 6 months. This pool posting is for external applicants only. Current Metrolinx employees are advised to apply via the Internal Career Portal when specific vacancies are posted.

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team .

The Customer Care Office is seeking applications for Customer Relations Representatives to support the delivery of exceptional customer service for users of Metrolinx’s public transit systems and services, through the resolution of customer service queries and complaints that have been escalated from the Customer Care Representatives or received directly through other channels.

What will I be doing?

• Provides second-level customer service by addressing and resolving complex escalated customer service queries, issues, and complaints from customers.
• Utilizes Case Management system to respond to customer complaints for Metrolinx Public Transit Systems and Services of business through multiple communication channels including, but not limited to, telephone, email, and mail.
• Creates, logs and manages a case load, responding to complaints in writing, over the phone and in person.
• Advocating for the customer by identifying customer service issues, balancing business needs, analyzing complaints to identify issues/trends to be addressed and resolved by appropriate corporate resources.
• Utilizes strong communication skills and multiple systems and resources to effectively understand customer issues and resolve customer complaints from all channels.
• Synthesizes information pertaining to complex cross-functional incidents, and acting as an advocate for the customer, collaborates with business partners to deliver an effective resolution to customer issues.
• Makes decisions on complaint resolution, including customer service settlements such as vouchers and coupons, and seeks advice from Supervisor in exceptional situations.
• Demonstrates diplomacy when dealing with difficult situations, focusing on resolving the customer’s concern while professionally representing the company.
• Issues refunds and reviews customers transactional data to process service guarantees, UP Express online ticket, various co-fares and missed tap-off refunds.
• Exercises judgement and discretion to make decisions on complaint resolution, including customer service settlements, and seeks advice from Supervisor in exceptional situations.
• Identifies customer service issues and trends, and ensures effective root cause analysis by accurately entering and coding details into the system.
• Understands and delivers on KPIs and performance expectations as outlined by Supervisor, Customer Relations or designate
• Performs other duties as assigned by a Supervisor, Customer Relations, or designate.
  

What skills & qualifications do I need?

• Completion of high school diploma or equivalency is required
• Post-Secondary education in Business Administration, Customer Service or Contact Centre operations
• Fluency in French that meets Ontario Public Service (OPS) standards is an asset.
• 3-5 years’ experience delivering customer service in a Contact Centre environment
• Knowledge of the principles and practices of customer service
• Communication skills (verbal/written) at a superior level in English are required.
• Proficient in the use of a computer keyboard and mouse quickly and accurately to navigate relevant software and customer service programs.
• A positive, empathetic and professional attitude towards customers in order to de-escalate situations where customers are difficult, irate, and/or distressed
• Highly organized to manage multiple priorities and work independently, in a fast-paced, high pressure contact centre environment while following standardized procedures.
• Ability to remain calm, exercise empathy and de-escalate situations where customers are difficult, angry, and/or distressed.
• Ability to bring innovative thinking to an issue, while working within a prescribed framework.
• Ability to track/keep records of customer interactions, issues, complaints in order to identify trends.
• Proven ability to work independently and collaboratively within a team.

Note: This position requires extended periods at a computer terminal and will have exposure to noise during daily peak operating periods.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at : 416-202-5601 or email hr.recruitment@metrolinx.com .

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

Metrolinx employees are required to be fully vaccinated against COVID-19 in accordance with Metrolinx’s Mandatory COVID-19 Vaccination Policy as a condition of being eligible for the recruitment process. Proof of COVID-19 vaccination will be required. If you are not able to obtain COVID-19 vaccination for a reason related to a protected ground of discrimination under applicable human rights legislation, you can request accommodation from Metrolinx.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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