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Customer Service Agent

3 months ago

Lancaster, Pennsylvania, United States AV TRANSPORTATION SERVICES, LLC. Full time
Job DescriptionJob Description

Job Description (Full Time):

Antelope Valley Transportation Services (AVTS) is currently hiring a Customer Service Agent Lead position for our facility in Lancaster. AVTS is looking forward to incorporating your skills, experiences, and knowledge within our company.

This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for customers and Customer Service Agents alike. Must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping customers and enhancing their satisfaction. The Lead position plays a critical role in ensuring that customers receive exceptional service and support. In addition, they make sure that the call center operates efficiently and effectively.

Qualifications:

  • High School Diploma or equivalent
  • 3+ years of Call Center Experience
  • Bilingual- Spanish (Preferred)
  • Pay rate $ $20.00.


Prerequisites:

  • Experience with VOIP calling software a plus.
  • Effective Communication Skills: Ability to Guide Customers in Difficult Situations
  • Ability to Multitask: Keeping up with Customer and Driver Requests simultaneously.
  • Problem Solving Skills: Ability to Prioritize importance of tasks.
  • Strong active-listening and verbal-communication skills.
  • Empathy and patience in dealing with customers' inquiries or issues.
  • Ethics: Dependability, Accuracy, Reliability, and Punctuality in all tasks and schedules
  • Efficacy: Ability to Establish and Maintain a professional relationship with the customer base and other employees
  • Typing Skills: At least 40 WPM (Words Per Minute) typing speed
  • Microsoft Office: Basic ability to use Microsoft Word, Excel, and PowerPoint
  • Web Browser (Chrome) Familiarity: Ability to use basic functions of Google Chrome including Bookmarks, Opening Multiple Windows Simultaneously, Navigating through Multiple Browser Tabs and Websites with ease
  • Familiarity of the Antelope Valley Cities and Roads
  • Pre-Screening Requirements: Pre-employment Drug and Background
  • Willing and able to work a flexible schedule within a 7-day work week, including holidays. Hours of operation currently are 7 days a week from 4:30AM-10PM


Responsibilities:

  • Manages and oversees a team of call center agents.
  • Motivates and supports call center agents through feedback and communication.
  • Measures key performance indicators such as call volumes, call wait times and call abandonment rates ensuring all required call center metrics are met.
  • Assists call center agents with customer calls scheduling members for transportation during periods of high call volume.
  • Improve quality of service through call monitoring and coaching as well as creating targets and goals.
  • Answer questions from staff and provide guidance and feedback.
  • Ensuring agents understand and comply with call center objectives, performance standards and policies.
  • Ability to coach, train and motivate employees while evaluating their individual performance.
  • Preparation of monthly and annual performance reports.
  • Anticipate escalated customer issue calls with the ability to take over when needed.
  • Providing the highest level of customer service to customers, fellow employees, and contracted clientele.
  • Plan and schedule vehicle itineraries.
  • Assign and reassign drivers and/or equipment as needed.
  • Ensure AVTS's Compliance Policies are followed.
  • Ensure the privacy and security of protected health information per HIPAA requirements.
  • Perform other duties or special projects as assigned.
  • Proficient at navigating ambiguous customer situations.