Customer Service Representative

Customer Service Representative

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

DUTIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers customer calls and inputs all customer information using acomputerized 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
The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 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):