Customer Service Representative

Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service Call Center team. $20.45/Hourly starting wage. The ideal candidate will be skilled in professionally fielding customer service-related calls, multi-tasking across multiple platforms and have a passion for serving our local community. This position will be based at our Redmond Cascade East Transit Operations center. This is a great opportunity for someone who wants to work with a small, dedicated team and in an environment with steady, reasonable and consistent work hours.

Come join the CET team and work for a growing organization connecting our Central Oregon community!

The overarching purpose of COIC's transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally-based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon's residents, businesses, and visitors.

Receive calls, identify and obtain information necessary to determine transportation needs; provide information on transportation options and set up rides if appropriate. Process ride requests from clients and/or client representatives via telephone, email or fax. Determine appropriate ride type, pertinent information needed; correct billing for the ride and other necessary information for each call received to be properly processed. CSR will also enter all required information into the CET computer system for the local Dial-A-Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients.

COIC values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected, and responded to in ways which elevate the delivery of our services to Central Oregon Communities.

This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

• Receive calls, identify and obtain information necessary to determine transportation needs;
• Provide appropriate information on transportation options and set up rides as appropriate;
• Process ride requests and information from clients, and/or client representatives via telephone, email or fax;
• Determine appropriate ride type, pertinent information needed; correct billing for the ride; and other necessary information for each call received to be properly processed;
• Enter all required information into the CET computer system for the local Dial-A-Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients;
• Assists in quality assurance monitoring and correction;
• Review future rides for error reduction;
• Receives comments, complaints, and other information related to the services provided by and coordinated through CET;
• As appropriate, record information in Customer Comment Forms (CCF's). Notifies appropriate COIC staff member when an incident requires immediate or particular attention and assist in responding to the incident as directed by the CET QA CSR Lead;
• Assists in reviewing ride records to ensure all ride assignments and other program activities are justified at the level required for a program audit;
• Handles real-time troubleshooting issues regarding rides scheduled through CET. Potential troubleshooting issues include, but are not limited to, missed pickups, late pickups, lost drivers, missing clients, client complaints, provider complaints, and other situations that could affect the delivery of safe and reliable transportation to CET clients;
• Help train new staff members on the process and procedures for responding to ride requests, scheduling rides, using current CET software, and all other duties related to the position;
• Work with clients to help them know how to utilize CET to access appropriate transportation based on their need and eligibility, and to understand their rights and responsibilities within the various programs;
• Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc) to help them understand the mission and role of CET in coordinating transportation for Medicaid clients and local bus riders;
• Perform other duties as assigned.

• Accountability
  - Accepts responsibility and is accountable for achieving results.
• Adaptability
  - Adapts to handle unexpected challenges. Responds positively to changes in…