Customer Service Representative

Description

SUMMARY

Under the direct supervision of the Director of Operations, provides superior customer service, scheduling, and dispatch functions in the day-to-day operations of the call center.   

HOURS

6:00AM -2:00PM M/F with alternating Saturdays from 08:00 am to 04:00 pm (Flexibility is needed) 

PAY

19.00hr non-cdl 

23.00 w/CDL B passenger, and air brake endorsement 

ATTENDANCE

Great Attendance is required 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Other duties may be assigned.

• Communications: Answers all incoming customer calls (including para and fixed route questions)
• Assist customers with transit information, EZ Rider services, and programs
• Negotiates trip availability with customers within the Ecolane scheduling system for paratransit customers
• Completes para transit application process and Creates new customer profiles
• Input reservations into Ecolane scheduling software
• Check all phone messages and call back customers as needed
• Learn the use of tablets for scheduled trips and radios for dispatching
• Drive revenue vehicles to complete trips as needed
• Recertification of para customers including written correspondence 
• Badges – new customer and employee requests
• Assist with Customer Surveys
• Resolve customer concerns and complaints
• Filing
• Assist in Reporting transit data and analysis including the use of Ecolane, Excel, and Word
• GEO Code new customer addresses as needed
• Opening processes: ensure all Ecolane scheduling processes are ready each morning, including verifying para driver log-in, assigned para vehicles, and reassignment of trips in Ecolane; Problem-solving to ensure service starts smoothly each morning
• Closing processes: ensure all para drivers are logged out; ensure all trip verification processes are complete; ensure reconciliation of fares collected each day
• Assists customers and provides information on the transit system and related duties.
• Some outside office hours may be required for special events or customer training.
• Other duties as assigned 

SUPERVISORY RESPONSIBILITIES

None

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Successful performance requires multi-tasking under stressful situations, and thorough knowledge of transit service programs, computers, phone systems, scheduling software, radio, copy machine, fax, and other general office equipment; The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

Level 3 : High School diploma or GED or three months of an equivalent combination of education and experience. 

LANGUAGE SKILLS

Level 3: Ability to read and interpret documents such as safety rules, etc, Ability to respond to common inquiries or complaints from customers, Ability to understand reservation requests and interpret within the scheduling software

COMPUTER SKILLS

Level 4: Ability to learn and to proficiently utilize computer scheduling software such as Ecolane, Route Match, Trapeze, etc.; Ability to effectively pull reports from the scheduling software for supervisor; Type at least 45 WPM

MATHEMATICAL SKILLS

Level 3 : Ability to apply concepts such as fractions, time and proportions to practical situations 

REASONING ABILITY

Level 3: Ability to define problems with scheduling or customer complaints, collect data for reservations or complaints, establish facts, and draw valid conclusions. Ability to interpret technical software instructions

CERTIFICATES, LICENSES, REGISTRATION

 Class B CDL with Air Brake and Passenger Endorsement is preferred, but not required 

PHYSICAL DEMANDS

The physical requirements listed here are typical of those that an employee must fulfill in order to successfully carry out the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk and stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• The noise level in the work environment is usually low to moderate.
• Outside of normal daily office procedures, no other requirements are needed.