Job Summary

The Reservationist is responsible for ensuring the efficient handling of incoming calls and the accurate scheduling, modification, and cancellation of transportation trips. Operating within a call centre environment, the Reservationist provides exceptional customer service while entering reservations into the scheduling system with precision and attention to detail. The role requires strong communication skills, the ability to multitask under pressure, and a thorough understanding of the service area.

Responsibilities

· Answer incoming calls in the Call Centre and respond professionally to client inquiries.

· Take and process reservations, including scheduling, modifying, or cancelling trips, subscriptions, special events, and template trips.

· Review and schedule trips from the waiting list, contacting clients to confirm details.

· Identify and flag potential scheduling issues to the Call Centre Team Leader in a timely manner.

· Forward client feedback—complaints or commendations—to the Service Coordination Supervisor and/or Accessible Transportation Services (ATS).

· Ensure accurate and timely data entry into the scheduling software.

· Maintain compliance with company policies, including all health and safety procedures.

· Perform other related duties as assigned to support the Call Centre operation.

Job Specifications

Education & Experience:

· Grade 12 diploma or equivalent is required.

· Previous experience in customer service, call centre operations, or transportation booking is considered an asset.

Skills & Competencies:

· Technology Proficiency – Strong computer skills, including proficiency with Windows applications and data entry systems.

· Customer Focused – Maintains a professional, empathetic, and courteous manner with clients at all times.

· Multitasking – Able to handle multiple phone lines and tasks simultaneously in a fast-paced environment.

· Attention to Detail – Demonstrates accuracy when scheduling trips and entering client information.

· Communication – Excellent verbal communication skills with a clear, pleasant telephone manner.

· Problem Solving – Able to assess and resolve issues related to scheduling and client needs.

· Geographic Knowledge – Familiar with the geographical layout of the City of Hamilton.

Other Requirements:

· Ability to work independently with minimal supervision.

· Must be flexible to work varying shifts, including weekends and holidays if required.

Job Types: Part-time, Permanent

Pay: $23.43 per hour

Benefits:

• Company events
• Employee assistance program
• On-site parking
• Wellness program

Flexible language requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work Location: In person