About the Role
DARTS is seeking a customer-focused Call Centre Agent to join our team. This position serves as the first point of contact for passengers requesting accessible transportation services. The successful candidate will assist clients with booking and managing trips while ensuring accurate scheduling and exceptional customer service.
This role is ideal for someone who enjoys helping people, works well in a fast-paced environment, and can balance multiple tasks while maintaining attention to detail.
DARTS is open 22 hours a day, 7 days a week. You must be available to work any shift including weekends.
What You'll Do
- Receive incoming calls from passengers and respond to transportation inquiries.
- Book new trips and update existing reservations in the scheduling system.
- Process trip cancellations, modifications, recurring ride requests, and special event transportation bookings.
- Review and manage waitlisted trips, contacting passengers when updates are available.
- Identify scheduling concerns and communicate them to the Call Centre Team Leader.
- Record customer information accurately and maintain up-to-date trip details.
- Escalate service concerns, compliments, and complaints to the appropriate supervisor or department.
- Follow established workplace procedures, including health and safety requirements.
- Collaborate with team members to support daily call centre operations.
Required Qualifications
- Secondary school diploma (Grade 12) or equivalent.
- Experience in customer service, dispatching, reservations, call centre operations, or a related field is considered an asset.
- Strong computer skills and comfort learning new software applications.
Skills and Abilities
Customer Focus
- Demonstrates patience, empathy, and professionalism when assisting clients.
Attention to Detail
- Ensures booking information is complete, accurate, and entered correctly.
Communication Skills
- Maintains clear and courteous telephone communication with passengers and colleagues.
Time Management
- Effectively prioritizes tasks while handling a high volume of calls.
Problem Solving
- Responds appropriately to booking issues and service-related concerns.
Geographic Knowledge
- Familiarity with Hamilton and surrounding areas is beneficial.
Additional Requirements
- Ability to work independently and as part of a team.
- Willingness to work a variety of shifts, including weekends and statutory holidays, when required.
- Reliable attendance and commitment to delivering quality customer service.
Pay: $23.43 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- RRSP match
- Vision care
Work Location: In person
