Austin - Customer Service Rep I
Location - The position is remote, but training and some other meetings will be required in-person with advance notice.
624 N. Pleasant ValleyJOB SUMMARY
The Customer Service Representative reports directly to the Customer Service Supervisor. The Customer Service Representative I is responsible for resolving incoming telephone calls from customers in the Contact Center
PRIMARY RESPONSIBILITIES- Assist customers with telephone inquiries to the Customer Service Contact Center, including route and schedule information, trip planning, fares, riding rules, mobile app support, and comment/complaint intake.
- Perform initial problem solving
- Provide excellent telephone customer service.
- Effectively utilize Client's systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Bytemark Mobile Application and Marketplace, Outlook, Client's website, Outlook, MS Word, Internet Explorer, Client's bus and rail system and related literature, and new systems as they are introduced.
- Know the regions' road and fixed route transportation system, including both bus and commuter rail. Function as a "mission-critical" employee during periods of Client's administrative offices emergency closure.
- Support Client's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Perform other duties as required and/or assigned. MISSION CRITICAL POSITION This position has been identified as a "Mission Critical" position during emergency weather situations because of the responsibility Customer Care has to agency operations and community.
MINIMUM QUALIFICATIONS
Education and Experience:
High school diploma or GED required.Three (3) years of professional customer service experience.
One (1) year experience riding Client's transportation system.
One (1) year experience as a Customer Service Representative in a call center preferred.
Bilingual (English and Spanish) preferred.
Training: Provided
Knowledge, Skills, and Abilities:
Knowledge of the Client's transportation system, with one or more years' experience as a passenger of Client's services.Skill in reading and interpreting maps and directions.
Ability to give accurate travel directions.
Ability to communicate effectively over the phone, in writing, and in person.
Ability to utilize numerous sources of paper and electronic information for solving customer inquiries.
Ability to effectively use Microsoft Office products.
Ability to troubleshoot smartphone applicationsAbility to resolve customer issues through use of professional customer service skills and problem solving skills.
Working Environment
Shift work, including evenings, weekends, and holidays; occasional mandatory overtime.Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
Fast paced high volume call center environment.
Work monitored for quality, productivity and training purposes
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.