Customer Service Representative

3 weeks ago

Tavares, United States RATP DEV USA Full time
Description

Position Description JOB TITLE: Customer Service Specialist/Reservationist Supervisor: Office Manager Scope: Performs: Reception and Customer Service functions; Assist with general information calls for fixed route and Lake County Connection Service. This position provides workload coverage at the Lake County Transit Management reception desk, the Call Center, Dispatch, and Reservations. This position requires that the employee perform many different duties as needed daily. The employee must be flexible and able to modify their daily activities as needs arise. Essential Functions:

  • Responds to customer service information request, complaint and commendation calls. Listens and responds to information regarding customer complaints by explaining company policy and procedures. Determines the nature and extent of problems and explains the customer service complaint review process to the complainant or their representative. Completes a service report form on such calls and forwards to the Officer Manager or Operations Manager.
  • Provides backup coverage to reservations. This includes booking and cancelling trips in the Route Match information system via telephone or FAX, as well as, answering inquiries about trip schedules.
  • Provides back-up coverage for CSRs at Reservations, Dispatch information and the front desk, including selling passes and tokens, as well as relaying fixed route information to customers. Responsible for accurate routing of incoming calls. Provides welcome and accommodation to the public at the Lake County Transit Management office.
  • Assists with employee applications and minor human resources data gathering.

Other Duties May Include but Are Not Limited To:

  • Perform or assist with any company or departmental operations, under direct supervision to maintain work flow.
  • Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.
  • Maintain work area in a clean and orderly condition. Ensure safe operating conditions within the area of responsibility. Perform other related duties as assigned.

KNOWLEDGE: Knowledge of computer and office routines. Equivalent to High School plus some additional specialized training. EXPERIENCE: Over 2 and up to 3 years. COMPLEXITY OF DUTIES: Diversified and routine duties. Provide customers with schedules and information. Sell bus passes and tokens at front desk and transfer plaza as needed. Exercise judgment to ensure proper cash controls, following detailed instructions, under standard procedures. SUPERVISION RECEIVED: Under general supervision, proceed alone on regular duties, referring questionable cases to a supervisor. ERRORS: Probable errors are usually detected in succeeding operations, as with cash drawer verification, where most cases are verified and checked. CONTACTS WITH OTHERS: Regular inside and or outside contacts dealing with customers or staff to explain routes, requiring tact and discretion. CONFIDENTIAL DATA: Work with confidential data such as individual customer data or cash handling routines, which if disclosed may have an adverse internal effect. MENTAL AND/OR VISUAL DEMAND: Flow of work and character of duties involves normal mental and visual attention along with manual coordination. Requires reading and interpretation of written information in hard copy and on computer screen, communication on the telephone and in person, effective and efficient operation of computer and effective writing skills. WORKING CONDITIONS: Usual office working conditions with local travel to and from various Lake County Transit Management locations. Tools and Equipment Used: Computer terminal and common office equipment. Microsoft Word, Excel and PowerPoint knowledge.

Job Type: Full-time

Salary: Up to $13.50 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8-hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Tavares, FL 32778: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Customer service: 1 year (Required)

Work Location: In person

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