Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) handles incoming calls regarding scheduling of paratransit eligibility services.

Duties:

• Answers customer calls and inputs all customer information using a computerized scheduling system; enters new customer information or changes into the system
• Receives customer complaints
• Answers questions, and provides information about services
• Resolves customer inquiries relating to transportation
• Communicates resolution to customers
• Clearly and accurately documents issues
• Maintains a clean and well-organized work area
• Represents Mobility Options in a professional manner to our service partners, and the community
• Other duties as required/assigned

Qualifications:

• High school diploma or equivalent, such as GED, required
• One or more years of Customer Service experience preferred
• Must be able to work shifts, or flexible work schedules as needed
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routes
• Ability to communicate via telephone with clear speech and a pleasant phone manner
• Must possess excellent verbal communication skills
• Ability to work as a member of a team
• Must be computer literate and proficient in the use of Microsoft Office
• Must be able to interact and communicate with diverse clients
• Must be able to demonstrate poise, tactfulness, and diplomacy and have a high level of interpersonal skills to handle sensitive and confidential situations
• Must undergo a pre-employment drug test once offered a position
• Must be willing to undergo a criminal and employment background check once offered a position
• Travel requirement (as a percent): <5% for occasional meetings

Work Environment:

• Must be able to work shifts or flexible work schedules as needed.
• 85% of work is accomplished indoors and in air conditioned or well-ventilated facilities.
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Employee may periodically need to travel locally.

Physical Demands:

• While performing the duties of this job, the employee is required to sit for long periods; use hands and fingers to type, manipulate, handle or feel; and talk and hear.
• The employee is frequently required to reach with hands and arms.
• The employee is occasionally required to stand, walk, balance, and stoop, kneel or crouch.
• The employee must regularly lift and/or move up to 10 pounds and occasionally list and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision, and the ability to focus; long periods are spent looking at a computer.