Customer Service

SUMMARY

Customer service agents manage customer calls using multi-line telephone systems. They use computerized scheduling systems to investigate, resolve, document, and promptly respond to complex customer complaints and questions. The Customer Service team partners with dispatch to identify problems with service and communicate changes to customers. They also provide critical administrative support to multiple departments.

DUTIES & RESPONSIBILITIES

• Handle customer inquiries and complaints
• Provide service and transfer information to help customers plan trips
• Identify schedule conflicts impacting on-time performance
• Maintain an accurate call log
• Clearly and accurately document issues
• Maintain a clean and well-organized work area

QUALIFICATIONS

• High school diploma or equivalent
• 1+ year(s) of Customer Service experience preferred
• Proficient in Microsoft Office, including Word, Excel, and Outlook
• Ability to read, understand, interpret, and explain transit system operation rules, regulations, policies, phases and routes
• Basic math, writing, and computer skills
• Ability to communicate via telephone with clear speech, pleasant tone, and proper etiquette

COMPETENCIES

• Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Quality Management-Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Diversity-Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Motivation-Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity-Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works efficiently.
• Adaptability-Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality-Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings on time.
• Dependability-Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

PHYSICAL DEMANDS

• Continually required to sit
• Continually required to utilize hand and finger dexterity and/or use of a keyboard
• Continually required to talk and listen
• Continually required to utilize computer screen
• Occasionally required to lift/push/carry items less than 25 pounds