Customer Service Representive

1 week ago


Augusta, United States RATP DEV USA Full time
Description

Job Summary

This position will work to deliver the day-to-day customer service objectives and passenger trip reservations. The duties include daily communication and interaction with ADA passengers and dispatch/schedulers. The position will perform back up duties to the dispatch/schedulers and customer service. The position must be organized and conduct activities to assure accurate and timely trip bookings that drive a safe, on-time and cost-effective operating performance.

Job Responsibilities
  • Answer passenger calls regarding passenger trip reservations, cancellations and general questions pertaining to transportation services.
  • Complete data entry tasks
  • Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
  • Provide dispatch/scheduling when required.
  • Communicate passenger trip changes in a timely manner to scheduling, dispatch, or vehicle operators.
  • Maintain accurate records and appropriate filing systems.
  • Communicate effectively with management staff regarding scheduling or passenger issues.
  • Ability to handle multiple tasks accurately and effectively.
  • Provide excellent customer service to passengers, dispatch/schedulers and management staff.
  • Professional telephone demeanor and office appearance
  • Other related duties as assigned.

Education and Experience
  • Minimum two (2) years of reservations or clerical experience in a customer service environment
  • High School diploma or above

Knowledge/Skills/Abilities
  • Familiarity with the Americans with Disabilities Act (ADA) of 1990 Laws and Procedures
  • Familiarity with computer technology related to demand response transportation service.
  • Considerable knowledge of modern office equipment, office procedures and computer operations
  • Skilled interpersonal relations and customer service
  • Skilled in communication (verbal and written) and decision-making.
  • Skilled in operating a computer, telephone system, standard office equipment and file management.
  • Ability to work in a fast-paced environment.
  • Ability to ensure a high degree of accuracy for trip reservations.
  • Ability to be sensitive and respectful to a diverse group of individuals, including the elderly and persons of disability.
  • Ability to maintain an excellent attendance record.
  • Ability to speak clearly and understand English, bilingual a plus.


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