Customer Service Representative *

WeDriveU is the leader in transportation, specializing in workplace, campus and community transportation solutions serving millions of passengers a year. Recognized as a pioneer in mobility, WeDriveU is a strategic partner to the world’s top brands, with client programs that consistently earn awards for excellence in commuting and sustainability. WeDriveU operates across the U.S and is proud to celebrate more than 30 years serving clients. Visit www.wedriveu.com to learn more about our company, clients and career opportunities.

National Express Shuttle (operated by WeDriveU) and Transit is a business unit of global mobility provider Mobico Group.

The Customer Service Representative is a key part of our Customer Service team. The principal core competencies required for success in this position include: a customer focus; the ability to analyze and solve problems; sales and customer retention skills; and an effective understanding and use of technology. This position will help NELLC move to the next level in customer satisfaction.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan.

Responsibilities:

• Responsible for acting as a liaison between the customer and the company.
• Provide a world class customer experience to both internal and external customers via phone/email/chat.
• Assist customers with service requests, changes, cancelation, and other queries.
• Resolve Customer Service issues via phone/email/chat.
• Capture detailed customer charter requests and provide an accurate quotation.
• Follow-up with leads via phone/email/chat.
• Assist customers with single call issue resolution.
• Ensure personal revenue goals and objectives are exceeded
• Directly contribute to department revenue goal attainment.
• Other duties as assigned.

Qualifications:

• High School graduate or equivalent
• Customer service experience in a contact/call center environment required
• Excellent oral communication skills to respond and present professionally to callers and visitors.
• Demonstrated ability to effectively and diplomatically handle a wide range of demanding inquiries from a variety of internal and external sources.
• Strong interpersonal skills and excellent written and oral communication skills required
• Critical thinking and problem-solving skills are also required
• Excellent oral and written communication skills with excellent interpersonal skills
• Computer literacy, preferably in word processing and spreadsheets
• Prioritization, organization, coordination and time management skills to coordinate and prioritize multiple tasks
• Prior logistics/charter sales experience preferred
• Transportation industry experience a plus
• Bilingual English/Spanish a plus

Key Words: Receptionist, Office Clerk, Office Coordinator, Office Assistant, Administrative Assistant, Transportation Clerk, Transportation Coordinator, Payroll Clerk, Payroll Coordinator, Payroll Assistant, Billing Clerk, DOT Records Clerk, Customer Service

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer.

The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.