Customer Service Representative

Job Description

Job Description

A regional public transportation authority that operates bus, rapid transit, commuter rail, light rail, and electric trolleybus services for nearly four million people throughout five counties in and around Philadelphia, Pennsylvania is seeking customer service representatives.

Job Description

• Answer incoming customer support requests and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Follow all established Contact Center policies, procedures, and written/verbal instructions.
• Ensure all assigned issues and tasks are updated and resolved as efficiently and as quickly as possible within the program guidelines
• Initiate outbound follow-up calls as necessary.
• Maintain quality performance standard metrics.
• Navigate and accurately record notes and create cases using a CRM.
• Collaborate with other call center professionals to improve customer service.
• Provides mentorship to new hires.
• Processes web, email, and chat correspondence.

Minimum Requirements

• 1 year of related experience.

Must have open availability

Employnet follows an equal opportunity employment policy in all aspects of employment and employs personnel without regard to race, creed, color, religion, national origin, gender, sexual orientation, age, physical or mental disability, veteran status, marital status, or any other consideration made unlawful by federal, state or local law, ordinance or regulation. Employment complies with the Americans with Disabilities Act and other applicable laws ensuring equal employment opportunities to qualified individuals with a disability, reasonable accommodations are made for the known physical or mental limitations of an otherwise qualified individual with a disability, unless hardship, direct threat to health or safety, or other job-related consideration exists.