Customer Service Representative

Job Description

JOB INFORMATION

Requisition ID: 12562
Number of Vacancies: 1
Department: Marketing and Customer Experience
Salary Information: $34.91 - $43.68
Pay Scale Group: CS13
Employment Type: Regular; Part- Time; Hybrid
Vacancy: Existing

Weekly Hours: up to 28 hours Shifts: Days/Afternoons on Weekdays/Weekends
Posted On: February 24, 2026
Last Day to Apply: February 26, 2026
Reports to: Supervisor, Customer Service




The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:



Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.



Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.




The full Plan can be viewed on ttc.ca.

Career Opportunity
We are currently seeking a Customer Service Representative to work up to 28 hours per week in a rotating schedule, including weekday and weekend shifts during both days and afternoons.

What You Will Do
Receive, research, and resolve complaints and inquiries related to TTC systems and services, responding by phone, in person, or in writing.
Prepare Customer Service Reports and forward them to the appropriate department for investigation and follow-up, ensuring customers are informed of the final resolution.
Maintain a strong working knowledge of all surface and subway routes, schedules, rules, regulations, and TTC policies.
Maintain accurate individual records and files.
Communicate updates and clarify TTC policies and procedures for customers.
Identify trends and customer-impacting issues and escalate them to relevant departments and supervisors.
Perform other duties as assigned.
Demonstrate behaviors that support diversity, inclusion, and a respectful work environment free from discrimination and harassment. Support barrier removal and accommodation for employees and customers (within the role’s responsibilities) in line with the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA), and TTC policies.
Participate in the TTC Customer Service Ambassador Program.

What Skills Do You Bring?
Communicate in a variety of mediums
Demonstrate appropriate and effective interpersonal communications through various media
Gather information and conduct research
Use office technology, software and applications
What Qualifications Do You Bring?
Strong customer service skills ideally gained in a call center environment.
Well‑developed interpersonal skills and effective verbal and written communication abilities, including a professional telephone manner for dealing with the public.
Demonstrated ability to exercise sound judgment and strong organizational skills to deliver quality customer service within established timelines and with minimal supervision.
Proficiency using PCs and software applications such as Microsoft Office, Microsoft Dynamics, and other required systems.
A college diploma in a related field and several years of experience in a customer service environment, or an equivalent combination of education, training, and experience.
Ability to obtain—and maintain—a comprehensive understanding of the Ontario Human Rights Code and related orders, including disability accommodation and accessibility requirements for passengers and employees.
What We Offer
Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues' well-being.
Commitment to EDI



The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570 or Jobs@ttc.ca . Any information received related to an accommodation will be addressed confidentially.



General Prohibition in Hiring Process





The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses, or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:



The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
You will not disseminate or disclose to any person any interview question.


Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC’s hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.



Relatives of TTC Employees



The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.



We thank all applicants for their interest but advise only those selected for an interview will be contacted.