##Marketing Statement

As the largest operating company in the integrated TransLink enterprise, Coast Mountain Bus Company (CMBC) operates a fleet of clean-fuel conventional and community shuttle buses, zero-emission trolley buses, and passenger ferry SeaBuses in Metro Vancouver, the largest single transit service area in Canada.

At CMBC, one of BC’s Top Employers, we're committed to providing an innovative, healthy, and engaging workforce. This is reflected in our workforce of over 5,500 employees performing over 400 unique jobs, who are committed and empowered to deliver service that attracts nearly 1.1 million passengers daily and connects people, businesses, and communities in the Metro Vancouver region.

We have the important job of helping our passengers get to work, appointments, visiting with family and friends, and back again every day. Metro Vancouver relies on us, and we take that as a point of pride.

##Responsibilities

Acts as a primary point of contact for the public seeking information and/or assistance with Access Transit services including HandyDART and HandyCard. Responds to enquiries and requests by accessing and recording information, and liaising with travel trainers and service provider’s schedulers to provide information to customers. Communicates Access Transit eligibility guidelines to customers. Screens and approves applications. Sets up and maintains customer files and information in applicable databases and generates reports and statistics on department activities. Coordinates eligibility and approval processes for registering new customers. Processes requests and payments received for Taxi Saver coupons. Performs a variety of administrative functions in support of the Access Transit Central Office including processing mail, preparing correspondence and filing various documents.

DUTIES AND RESPONSIBILITIES:

1. Acts as a primary point of contact for the public seeking information and/or assistance with accessible transportation services including HandyDART and HandyCard, by:

a) recording and responding to enquiries and incoming customer requests for information received via telephone, fax, regular mail, voice mail and e-mail,
b) utilizing various computer applications to access information and enter and record data on behalf of clients/customers,
c) communicating with service provider offices and service provider’s schedulers and dispatchers to exchange information,
d) liaising with travel trainers and service provider’s schedulers to provide information to customers seeking Access Transit services.

1. Works as part of a team in the area of customer eligibility and registration to communicate Access Transit eligibility guidelines to customers and ensures guidelines are maintained by:

a) screening applications, approving straightforward applications and forwarding questionable or complex applications to the next level for follow-up,
b) ensuring communicated timelines for the processing of registration for HandyDART and HandyCard are maintained,
c) setting up and maintaining customer files and information in applicable databases,
d) generating reports and statistics on department activities, new customer, etc.

1. Coordinates various activities in the eligibility and approval process for registering new customers, including personal interviews, eligibility assessments and appeal meetings as necessary.

2. Processes requests and payments received for Taxi Saver coupons and refunds for customers and their estates.

3. Performs a variety of administrative functions, including:
   a) performing general reception duties, including opening and sorting incoming mail and processing outgoing mail,
   b) preparing and sending out general correspondence letters to customers,
   c) filing various documents related to customers and Access Transit services, both electronically and manually,
   d) following up on customer concerns by investigating issues and directing to others as appropriate.

4. Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.

##Qualifications

EDUCATION:

Requires High School graduation, including courses in word processing and spreadsheet software, with additional courses in customer service and office systems and procedures.

EXPERIENCE:

Requires one (1) year of previous experience working in a front-line customer service/customer care environment, including experience serving the elderly and/or persons with disabilities.

A further period of up to six (6) months in the position is required to become familiar with custom and conventional transit operating systems, with an emphasis on customer information and customer service.

##Other Information

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

##Work Schedule

This is a casual position. The hours are not fixed and may vary depending on the assignment.

##Work Designation

Resident

This position works predominately on-site.

##Rate of Pay

Salary $5,339 - $6,398 per month

The Total Compensation Package includes Extended Health, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility. Focus on your development through training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.

##How to Apply

Please click the 'Apply' button at the top right corner or go to https://www.translink.ca/About-Us/Careers.aspx to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Posting Date: March 27, 2026
Closing Date: Open until filled

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.

##Equal Employment Opportunity

Coast Mountain Bus Company is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at jobs@translink.ca