Call Center Agent - Exciting Challenge

Call Center/Customer Care Agent

Overview:
The Customer Care Agent 1 primary responsibility is to handle incoming calls, which will be primarily working with the senior and disabled community by arranging transportation. The Customer Care Agent 1 will be required to provide a compliant level of service to all customers as well as employees 365 days a year.

General Duties:

• Maintain complete knowledge of and comply with all departmental policies and procedures.
• Answer inbound calls professionally.
• Process transportation requests, changes, cancellations, and group trips received by telephone, fax, email, mail and internally using the current scheduling software.
• Complete call logs.
• Provide customers with service information and respond to customer inquiries accurately.
• Review Microsoft Access database and DRTS software to determine customer’s eligibility.
• Coordinate with other units within, including Program Eligibility and Regulatory Compliance (PERC), Scheduling, and Control Center Departments to ensure the accuracy of customer and travel information.
• Provide Paratransit and accessible fixed-route service information; assist customers with conditional eligibility with alternative travel (Feeder). (A conditional eligible customer is one who is qualified for paratransit service when certain conditions (ex. environmental or architectural barriers) prevent use of accessible fixed-route service.)
• Route calls to appropriate resource.
• Follow-up customer calls where necessary.
• Recognize, document, and inform the supervisor regarding the trends in internal and external customer calls.
• Provide feedback regularly on the effectiveness and soundness of policies and procedures of the Reservations Department.
• Assist in the training process by cross training and side by side training of new hires.
• Clerical duties which include faxing, filing, emailing, processing, and copying paperwork.
• Other duties as assigned.

Key Competencies:

• Professionalism
• Punctuality
• Excellent verbal and written communication skills
• Listening skills
• Excellent data entry skills
• Spelling
• Problem solving and analysis
• Interpersonal skills
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Teamwork
• Maintain confidentiality

Educations and Qualifications:

• High school diploma from an accredited institution
• Past work experience in call center activities preferred
• Must be able to work weekends, holidays, split days, etc.