Job Description

Job Category: Customer Service
:
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.
Our Customer Service Office is seeking Station Ambassador(s) to serve as a Metrolinx brand ambassador providing customers with information and assistance on bus and train services, wayfinding, policies, fare products, equipment, and purchase methodologies in a safe and efficient manner.
Work Location:
East Region:

• Barrie line - Downsview to Allandale stations
• Stouffville line - Kennedy to Old Elm
• Richmond Hill line - Oriole to Bloomington stations
• Lakeshore East line - Danforth to DC Oshawa stations

Central Region:

• Union Station Campus: York and Bay Concourse
• Union Station Bus Terminal
• Union and Pearson UP Express

West Region:

• Milton line - Milton to Kipling stations
• Kitchener Line - Georgetown to Bloor stations
• Lakeshore West - Niagara, Hamilton to Exhibition stations

What will I be doing?

• Represents Metrolinx and the Metrolinx brand, and always works in accordance to our customer and safety charters to provide excellent customer service.
• Selling and educating customers on all forms of fare media and other products as required and depositing revenues daily.
• Handles and maintains accurate records of cash handling, equipment malfunctions, incident reports, and electronic logs, the appropriate handling/logging of lost and found articles.
• Be proactive with customers to answer questions and be flexible in handling any situation, including assisting customers with special needs (i.e. wheelchair assistance), provides First Aid as required.
• Providing trip planning and wayfinding information to the travelling public and providing in person assistance when required.
• Keeping customers in the know by making station announcements, update notice boards, ensure service bulletins and marketing materials up to date and current.
• Assisting with revenue protection activities which may include validating fairs prior to customers boarding and notifying Transit Safety as needed.
• Responsible for ensuring the stations, platforms and grounds are safe by conducting safety and quality checks including removing snow and ice from walkways.
• Carrying out basic janitorial services and maintenance on the station grounds.

Shift

• HOME BASE LOCATION: Various
• DAYS OF WORK: Various
• SHIFT HOURS: Various
• OFF DAYS: Various

NOTE: Mobile positions will involve working up to a five-day weekly schedule at various locations in the selected region, with variable shifts including weeknights, weekends, and holidays.
*A personal vehicle is required for travel.
What Skills and Qualifications Do I Need?

• Completion of high school education or combination of education, training and experience deemed equivalent.
• Six (6) months experience in customer service and dealing with the public directly.
• Must be able to obtain and maintain First Aid Certification and perform First Aid.
• Must successfully complete safety, environmental and any other training required by corporate policy.
• A valid G License is required as all incumbents must be able to travel to various work locations in a reasonable timely manner around the region as required e.g., outside of regular transit hours and/or at any time during their shift, in order to meet operational needs.
• Good oral and written communication skills and the ability to deal courteously with the public.
• The individual must possess the necessary personal transportation to commute between different work locations within a reasonable timeframe, which could cover the entire Greater Golden Horseshoe area.
• Ability to read and understand fare tables, manuals, and schedules.
• Good computer skills and adept at learning new technology.
• Bilingualism is an asset.

Working conditions:

• Able to walk and stand for extended periods of time in station or outside of station during all seasons.
• Comfortable working in large crowds.
• Required to assist customer with accessible needs when requested i.e. push wheelchairs.
• Must be able to work in an environment with standard industrial cleaning products.

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 is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
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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