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Form of workJob Description
Job Description:
- Should be highly proficient in verbal and written communication.
- Should be proficient in math and English grammar and be able to communicate intelligently over the telephone and through written correspondence.
- Must be able to type 35 WPM.
- Should exhibit good judgement and decision-making abilities, and the ability of work with minimal supervision.
- Should be well organized and must be a team player. Must be performing satisfactorily in present position.
- Effective oral and written communication skills necessary to interact with all levels of internal and external audiences.
- Ability to identify and evaluate customer inquiries and problems.
- Responsible for the accurate and timely retrieval and dissemination of non-revenue pass travel information to employees, retirees, and survivors. Provides customer service in a call centre environment by retrieving information from online resources and interpreting the information and providing the appropriate response to the customer. Performs non-revenue travel updates and case notes in appropriate systems. Communicates effectively and efficiently with all levels of personnel. Examples of, but not limited to, functions performed:
- Manages information with high level of confidentiality.
- Communicates with all levels of employees, retirees, survivors, and vested employees.
- Completes cases within timeframes listed in service level agreements.
- Provide customer service via phone to active, inactive, retired, survivors involving non-revenue travel related issues.
- Respond to non-revenue pass travel emails from active, inactive, retired, and survivors.
- Utilize online chat functionality to provide non-revenue customer service.
- Other duties as assigned.
- Previous travel experience required.
- Strong customer service focus.
- Ability to operate a PC in a Windows environment.
- Typing 35 WPM.
- Must be able to work in a confined office environment.
- Must be mentally/physically capable of handling stress and diffusing difficult call situations.
- Extended periods of sitting and talking on the telephone (70-85% of work time spent on telephone) and using computer.
- Wearing phone headset is required.
- College degree preferred or equivalent customer service experience.
