Customer Care Agent

Customer Support Representative

ITRCC is dedicated to delivering outstanding customer service that is built around our core values: Community, Actions, Reliability, Excellence, and Safety. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ITRCC's efficiency relies on our team members; at the ITRCC you won't just be part of a company, you will be part of a family who respects their members and strives to cultivate sustainability. We are actively involved in the community, care for the wellbeing of our team members and understand the importance of work/life balance.

Incumbent provides efficient, professional and friendly customer support to patrons through multiple channels of communication.

Relationships:

• Internal and external ITRCC customers
• Customer Care Assistant Manager

Responsibilities:

• Performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC safety culture, attends all safety trainings and completes all compliance trainings as required by ITRCC.
• Upholds ITRCC's core values: CARES: Community, Actions, Reliability, Excellence, and Safety.
• Provides fast, friendly, and accurate information and assistance to all external and internal ITRCC customers via telephone, email, U.S. mail, and in person.
• Handles all customer interactions within an average of five minutes.
• Assigns proper disposition codes to customer interactions.
• Accurately enters data into customer accounts while ensuring PCI security standards.
• Utilizes multi-channel communication software to interact with customers.
• Performs other duties as required.
• Regular reliable attendance.

Qualifications:

• Knowledge of English grammar, spelling, and punctuation
• Proficient in Microsoft Office and virtual messaging platforms (Teams/Zoom, etc.)
• Ability to multi-task in a high paced environment
• Strong interpersonal skills with the ability to communicate effectively with internal and external customers
• Ability to maintain personal composure and tactfully handle difficult situations in a professional manner

Working Conditions:

• Frequent standing and sitting
• Frequent talking and hearing
• Light physical effort
• Heavy phone and computer usage
• Fast paced environment
• Monday-Friday 9am-5pm In-Office