Part-Time Customer Service Representative - Kelowna

Part-Time Customer Service Representative - Kelowna

In-Office Position: 516 Lawrence Avenue
Starting Wage: $18.25/hour + annual wage increases
Weekly Hours: Averaging between 16 - 20 hours a week

Every Journey Begins With You

As a Customer Service Representative with Red Arrow and Ebus BC, you'll play an important role in helping passengers travel across Alberta and British Columbia.

Whether you're assisting customers with reservations, travel planning, and ticketing online, over the phone, or in person, or supporting passengers during check-in and boarding, you'll play an important role in creating a smooth and positive travel experience.

This is more than a traditional customer service role. It combines customer service, passenger support, ticketing, boarding coordination, and operational support in a fast-paced transportation environment.

Successful team members enjoy interacting with people, multitasking, adapting to changing priorities, and helping passengers travel safely and confidently throughout their journey.

Schedule Expectations

This position typically averages 16 to 20 hours per week, depending on operational requirements and employee availability. Our Kelowna office hours are 8:00 a.m. and 8:00 p.m., with typical shifts consisting of 4-hour and/or 8-hour shifts.

Successful candidates should be available to work:

• Weekdays
• Weekends
• Holidays
• Extended shifts as required to support service delays

While flexible availability is preferred, priority consideration may be given to candidates who are available to work weekday evening shifts (4:00 p.m. to 8:00 p.m.) and weekends.

Why Join Us?

• Hourly Rate: $18.25/hour + annual increases
• Discounted and standby travel throughout Alberta and British Columbia

• Work-life-friendly hours with no scheduled night shifts

• Employer-paid parking
• Employee Assistance Program (EAP)
• Supportive team environment

• Build your experience with a trusted transportation brand

  
  

What You'll Do

• Assist customers in person, over the phone, and online.
• Book, modify, and manage passenger reservations.
• Support passengers with ticketing, check-in, boarding, luggage, and travel inquiries.
• Process customer transactions and maintain accurate records.
• Provide information regarding schedules, fares, policies, and service updates.
• Communicate service disruptions, delays, and schedule changes to passengers.
• Verify passenger manifests and assist with safe, efficient departures.
• Work closely with Drivers, Dispatch, and Operations teams to support daily service delivery.
• Respond professionally to customer concerns and unexpected situations.
• Maintain a clean, organized, and welcoming customer service environment.
• Complete administrative and operational tasks as required.

• Assist with the safe handling and movement of passenger luggage and parcels as required.

What You'll Bring

• A positive, friendly, customer-first attitude and a passion for helping people.
• Strong communication, interpersonal, and conflict-resolution skills.
• The ability to remain calm, professional, and adaptable in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Confidence using telephones, computer systems, CRM & reservation platforms, and Microsoft Office applications.
• The ability to work independently and collaboratively within a team environment.
• Reliability, accountability, and professionalism.
  
  

Preferred Qualifications

Preference may be given to candidates whose experience and qualifications align with the preferred qualifications listed.

• Customer service experience in transportation, travel, hospitality, tourism, retail, call centres, or another customer-facing environment.
• Experience using reservation, booking, ticketing, or customer management systems.

• Bilingual (English/French) communication skills.

• Open and flexible availability to support operational needs.

• Experience working in the airline, travel, transportation or hospitality industry.

Conditions of Employment

• Candidates must be legally entitled to work in Canada and maintain valid authorization to work throughout the duration of their employment.
• Successful completion of a criminal background check is required as a condition of employment.

• Ability to safely perform the physical requirements of the position, including lifting and handling items weighing up to 50 lbs (23 kg).

About Keolis

Keolis is one of the world's leading transportation companies, operating public transit, motorcoach, airport shuttle, paratransit, and rail services across 13 countries. In Canada, nearly 2,000 employees help connect communities through safe, reliable, and customer-focused transportation services. At Keolis Canada, we believe great service starts with great people, which is why we focus on safety, teamwork, professional growth, and exceptional customer experiences.