Customer Service Representative

3 weeks ago

Brisbane, United States Transdev Full time
Description

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com

Purpose of Position:

Assist Dispatchers by answering telephone calls; communicate with passengers by telephone regarding trip arrivals, late trips, No Shows and cancelations, and no or low fare collection in accordance with contractual obligations and company policies and procedures. Communicate clearly, professionally and in a timely manner with company employees. Represent the company to its customers and the public in a professional and courteous manner.

The pay for this position is $21.85/Hour.

Responsibilities:
  • Provides accurate responses to callers' questions about schedules, trips and other information as available to the agent via the computerized scheduling system screen
  • Provide courteous customer service by reviewing driver and trip status and providing accurate information
  • Call passengers and inform them of upcoming late trips when known
  • Maintain radio communications with drivers; call customers who are reported as No Shows and advise drivers; document No Shows according to established procedures
  • Communicate with drivers regarding Low or No Fare payment and follow procedures to instruct driver and record information
  • Accurately record information in Trapeze and/or any other designated programs or procedures
  • Coordinate with Dispatch to communicate with passengers; coordinate driver information with Dispatch
  • Maintains records, logs, and schedules
  • Accurately prepares reports on all activities occurring during their shifts or as requested
  • Follows rules and regulations of the Company; follows instructions of management and supervisors
  • Adheres to all regulations related to the Americans with Disabilities Act (ADA)
  • Handles passengers' personal property left on vehicles in accordance to Lost and Found procedures
  • Communicates with Dispatchers, Scheduling, Reservations, Operations to ensure service provision
  • Maintain confidentiality of passengers' information
  • Perform trip editing and/or VDS editing if assigned
Other duties as required.

Qualifications:

Education, Licensing, and Certifications:
  • High school diploma or equivalent, such as GED, required
  • Proof of typing certification required at time of interview
Experience:
  • One to two years of dispatch and/or customer service experience preferred
  • Typing, keyboarding and computer experience preferred
Skills and Knowledge Required:
  • Ability to organize logical and efficient schedules and routes and adapt to changes
  • Ability to read, comprehend and understand a map
  • Ability to read, understand, and interpret transit system operating rules, regulations, policies, phases and routes
  • Ability to assist handicapped passengers when needed
  • Working knowledge and proficiency with Microsoft Word, Excel and PowerPoint programs
  • Strong written and oral communication skills
  • Clear speech and pleasant phone demeanor
  • Ability to use a multi-line phone system and handle multiple tasks concurrently
  • Ability to interact professionally with internal and external customers on all levels and be able to work well with diverse groups
  • Will be cross trained as Reservations for coverage purposes
Travel requirement (as a percent):

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