Job Description

Status
Casual/On-call
Temporary - Approximate length of assignment, in months
Type of Position
a Replacement
Start Date
Immediate
Salary
Per hour
Salary Grade
$33.53 - $36.45
Department
York Region -> Public Works -> SustainabilityComm&Innovation
Location
50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)

(E)

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.

Council Approval Date
Scheduled Weekly Hours
Scheduled Shifts
Operational Hours
Close Date
September 23, 2025
# of Hires Needed
1
Union
CUPE Local 4900
.
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.