Call Center Representative

4 weeks ago

Phoenix, United States FSL Full time

Position Summary
The Call Center Representative will provide exemplary and compassionate customer service in assisting incoming callers with transportation inquiries and providing information about the services Northwest Valley Connect (NVC) provides. Part-time, Monday - Friday, 8:00 a.m. - 12 p.m.

This position does not have direct reports.

**Essential Functions**: % of Time
- Provide information about Northwest Valley Connect to callers inquiring about transportation services.
- Refer callers requesting transportation outside of the NVC service area to other transportation providers in the caller’s area.
- Enroll new riders by screening for requirements (over 65, adult with disability or veteran), gather and enter pertinent client information into NVC’s scheduling database or instruct individual how to enroll online.
- Once a rider is enrolled in the database, inform them of the NVC scheduling and communication procedures and inform them of the appreciation of donations.
- Enter ride requests into database by gathering pertinent information to determine needs, including but not limited to; the service area, type of ride needed, wheelchair assistance, frequency of request, etc.
- Answer inquiries from riders regarding scheduling and availability.
- Add daily Lyft trip requests for El Mirage residents into Lyft Concierge screen.
- Cancel and reschedule Lyft trips as requested by El Mirage residents.
- Notify drivers of any changes to daily scheduled rides.
- Notify Supervisor of any concerns or problems regarding client or transportation service promptly and timely.
- Other duties as assigned.

100%

**Education and Experience**:

- High School Diploma
- Minimum of 2 years’ experience working in a call center or customer service support role.

**Required Knowledge/Skills/Abilities**:

- Strong active-listening and verbal communication skills.
- Work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
- Ability to maintain a professional demeanor while working in a fast-paced environment with diverse clientele including elderly clients.
- Familiarity with standard office administrative practices and procedures, including the proficient use of office equipment.
- Proficient with Microsoft Office suite, Google suite and database usage.
- Outstanding attention to detail and follow-through.
- Comfortable handling confidential information.
- Ability to take initiative and use independent judgment within established policies and procedures.

**Physical Requirements**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
- Regularly required to sit for extended periods, walk, hear and speak.
- Close vision ability to look at a computer screen for long periods of time.
- Frequently required to use fingers and controls.

**Military Personnel Encouraged to Apply.**
FSL is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. DFWP. FSL believes that diversity leads to strength.
Proud to be a Mature Worker Friendly Certified Employer through the Governor's Council on Aging. Recipient of Healthy Arizona Workplace(HAWP) Gold Award. Platinum Employer
- Wellness AtoZ.

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