Customer Experience & Dispatch Specialist

Position: Customer Experience & Dispatch Specialist

Type: Full-time, permanent

Location: 970 Brock Rd, Pickering, ON

Schedule: 40 hours per week, Monday to Friday, with occasional Saturdays or Sundays. All shifts fall between 6:00 a.m. and 11:30 p.m.

We are hiring for:

• Customer Experience team: evening shift, 2:30 p.m. to 11:00 p.m. (after training)
• Dispatch team: day shift, 9:30 a.m. to 6:00 p.m. (after training)

We are looking for four friendly, dependable and detail-oriented Customer Experience & Dispatch Specialists to join our team. You will be the voice our passengers and clients rely on: answering calls, booking and updating trips, and arranging rides through our network of transportation partners so that every trip is covered. This role suits an empathetic, service-minded person who is confident on the phone, comfortable with computer systems and enjoys making a real difference in someone's day.

Two of the four new hires will start in Customer Experience and be cross-trained in Dispatch. The other two will start in Dispatch and be cross-trained in Customer Experience. Over time, everyone becomes skilled in both, so the team can support each other and keep service running smoothly.

Why Work at RCT?

At RCT, you're more than a voice on the phone. For many of our passengers, you're the person who makes their day possible. We don't chase quotas. We take the time to get things right and treat every caller with care. In return, you'll join an inclusive, diverse team and work with leaders who are invested in your well-being, growth and long-term success.

Key Responsibilities

• Answer calls and inquiries from passengers and clients in a friendly, professional way, listening carefully to understand their needs
• Book, change and record trip and customer details accurately in our system
• Resolve questions, problems and requests with clear information and solutions, in line with our customer service policies
• Receive trip orders and dispatch them to our transportation partners on time
• Arrange outsourced transportation efficiently to meet each day's service needs
• Prioritize calls and messages by urgency and importance
• Contact passengers ahead of time about delays or issues with their ride
• Keep complete, up-to-date records and logs of all communication and trip activity
• Work with internal teams and key partners to stay current on services, policies and procedures, and make sure requests are completed efficiently
• Look for ways to improve performance and service quality
• Perform other duties as assigned

Position Qualifications

• High school diploma or equivalent (GED)
• At least 1 year of customer service experience
• Dispatch, transportation or logistics experience is an asset
• Excellent computer skills, including attaching documents and working across multiple screens and tabs
• Excellent spoken and written English; spoken and written French is an asset
• Ability to hold a pleasant, professional phone conversation while accurately entering information into our software
• Strong organizational skills, with the ability to prioritize and multitask in a busy environment
• Friendly, patient, empathetic, dependable and self-motivated, with a strong record of attendance and punctuality
• Able to work independently and as part of a team

Why Join Us?

• Competitive starting wage of $18.50 per hour, with increases as you complete training and cross-training milestones
• Paid, comprehensive training, with ongoing development in both Customer Experience and Dispatch
• Clear career paths with defined levels and matching pay increases
• Paid vacation and company-recognized holidays
• A positive, people-first workplace that’s collaborative, supportive and team-oriented
• Performance plans, recognition programs, service awards, and regular team events and celebrations
• The chance to help shape the future of a growing organization

What to Expect?

Our hiring process is designed to find the best fit for both you and our team. It includes several interview stages: an initial screening, competency-based interviews and a final conversation with leadership. This helps us understand your skills, your experience and how well you align with our values.

Please apply online at rapidcitytransportation.com under Careers. We thank everyone who applies; only candidates selected for an interview will be contacted.

We follow the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) to ensure every candidate is treated fairly. We are committed to an inclusive, equitable and accessible hiring process, and we welcome applications from people of all backgrounds and identities, including people with disabilities. If you need accommodation at any stage, please let us know in your application and we will work with you to meet your needs.

Privacy notice: We collect applicants' personal information only for recruitment purposes, in compliance with PIPEDA. By applying, you consent to the collection, use and limited disclosure of your information to evaluate your candidacy. Your information will be safeguarded and kept only as long as necessary. If you have questions or wish to withdraw your consent, please note this in your application.

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