Team Member/Customer Service

Overview:
As a Customer Service Representative in the PiViT Command Center, you will be the first point of contact for clients and professional operators, and the delivery of high-quality customer service. This could include dealing with customers, clients, or third-party contacts and customer feedback including complaint resolution. Contact can be made by Chat or voice phone calling. You will be empowered to take initiative, as well as follow established procedures, processes, and systems to provide a resolution for the reason of contact.

Responsibilities:

• Drive customer satisfaction through voice, chat, and/or email communications.
• Navigate through multiple systems and tools to understand inquiries and to adequately respond to them in a timely manner.
• Responds quickly, competently, and courteously to a myriad of client and network operators' inquiries by telephone, email, and live chat.
• Troubleshoots various technical issues related to the mobile application and the tools used within, such assisting with how to login, change their password, access their trips, request No Shows and Cancelations, etc.
• Collaborates with Facilitators and Systems Engineers to resolve escalated live day and future booking or scheduling matters or related issues.
• Ensures all incoming inquiries (contacts) in the PiViT systems are handled adequately and immediately to keep service moving on time.
• Ensures all incoming inquiries via phone calls and live chats are answered and provided with a high level of quality support.
• Attending technical training related to system updates, as required by the 3rd Party Technology provider or the company.
• Thrive in virtual customer service environments using your compassion for customer inquiries and having the skills to help resolve them.

Education:

Preferred

• 1 to 5 years in Customer Service environment
• Two plus years in a high-volume dispatch or customer service environment where problem resolution and customer service were required to be delivered virtually, in real-time, to remotely operating persons

Language Skills:

Required

• Professionalism, including tone and delivery.
• Ability to speak proper English.
• Proficient cross-cultural written and verbal communication
• Ability to read and comprehend instructions, correspondence, standard operating procedures, and memos to take decisive action in real time.
• Effectively present and receive information in one-on-one and small group situations to customers, clients and other cross-functional groups.

Technical Experience:

Required

• Advanced Knowledge of Microsoft Suite, specifically MS Excel
• Microsoft Teams

Big Star is an Equal Opportunity Employer. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions.

Big Star Transit is a leading asset-light, non-emergency medical and paratransit transportation and logistics service provider offering a full suite of wheelchair and ambulatory transportation solutions to national brokers, government Hospitals, private hospitals and public transit agencies.

Want to learn more about Big Star Transit, LLC? Go to www.bigstartransit.com and learn about all that we have to offer. You can see all open job opportunities as well. Where Stars Ride!

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• High Volume Customer Service: 2 years (Preferred)
• Microsoft Office: 3 years (Required)
• Microsoft Teams: 1 year (Preferred)
• PiViT: 1 year (Preferred)

Ability to Commute:

• Chicago, IL 60607 (Preferred)

Ability to Relocate:

• Chicago, IL 60607: Relocate before starting work (Required)

Work Location: In person