ETA Agent (Customer Service Representative)

ETA Agent (Customer Service Representative) 

As a Customer Service Representative, you will play a crucial role in our team by handling inbound calls from customers. Your primary responsibility will be to provide callers with accurate and timely information related to their scheduled rides for the day. Your excellent communication skills and customer-focused approach will contribute to ensuring a positive and efficient experience for our customers as they navigate their transportation needs. 

Company Background  

Vectour Group (Vectour) is a leading transportation management and facilities support services company. With history dating back over 40 years, Vectour’s roots are in the transportation industry. Vectour is a provider of exceptional transportation, staffing, facility support, and outreach engagement services with a mission to be a trusted service provider.  

We hire individuals who make safety and Customer Service their top priorities. The Eligibility Administrative Assistant will work with a fantastic team within a well-respected organization in the metro Atlanta area that prides themselves on helping members of the community. 

Primary Duties and Responsibilities  

• Answering Customer Calls: 

• Respond promptly and professionally to inbound customer calls. 

• Provide accurate information regarding scheduled rides for the day. 

• Data Entry and System Operation: 

• Utilize computerized scheduling systems to input and manage customer ride information. 

• Enter new customer data and update system records as needed. 

• Communication: 

• Communicate clearly and professionally with all callers. 

• Follow established call scripts, ensuring consistent and effective communication. 

• Collaboration with Dispatchers and Schedulers: 

• Work closely with dispatchers and schedulers to address and resolve issues. 

• Collaborate on the recoding of denials to ensure accurate and efficient service. 

• Cancellation Processing: 

• Process same-day requests for trip cancellations in a timely and accurate manner. 

• Work Area Maintenance: 

• Maintain a clean, organized, and efficient work area to support overall productivity. 

• Adherence to Policies and Procedures: 

• Follow company policies and procedures in all aspects of job performance. 

• Flexibility: 

• Perform other duties as required to contribute to the overall success of the team and organization. 

• This role involves a combination of customer interaction, system utilization, collaboration with colleagues, and adherence to organizational procedures to ensure the smooth and efficient operation of Customer Service processes. 

Qualifications & Skills  

• Education: 

• High school diploma or equivalent (GED) is required. 

• Experience: 

• Preferred: 1 year or more of Customer Service experience. 

• Communication Skills: 

• Ability to communicate effectively via telephone with clear speech and a pleasant phone manner. 

• Interpersonal Skills: 

• Must demonstrate poise, tact, diplomacy, and possess good judgment and discretion in customer interactions. 

• Technical Proficiency: 

• Ability to read, comprehend, and understand trip information using Trapeze or similar systems. 

• Basic Skills: 

• Proficient in basic math, writing, and computer skills. 

• Testing and Background Check: 

• Must be willing to submit to drug testing and undergo a background check. 

• These qualifications are essential for the successful candidate to excel in the role, ensuring effective communication, technical competence, and a commitment to maintaining a high level of professionalism in customer interactions. 

Job Requirements  

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions upon request. 

Benefits  

Vectour is proud to offer: 

• Competitive Pay 

• Advancement Opportunities 

• Medical, Dental, Vision, Disability and Life Insurance 

• 401K With Employer Match 

• 7 Paid Holidays 

• Paid Sick Leave 

• Paid Vacation 

• Great Coworkers!

Salary  

• $17.77 per hour 

• Paid biweekly. 

Proposed Hours + Travel  

• On-site; Full-Time 

• MARTA Mobility – 1040 Brady Avenue, Atlanta, GA 30318 

Disclaimer  

The duties and responsibilities listed above are subject to change and may not reflect all tasks required.  You can expect that as Vectour continues to grow and evolve, certain tasks may be re-distributed to concentrate skills. Any change in duties and responsibilities will be discussed with you in advance. 

Vectour Group is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all. We aspire to have a culture where all people thrive and grow forward. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. 

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