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Customer Service Representatives
2 months ago
Job Title:
Customer Service Representative
Department:
Customer Service
Location:
San Jose, CA
Reports To:
Office Supervisor
FLSA Status:
Fulltime, Non-Exempt
Schedule:
Monday-Friday
Wage Scale:
$18.00 – $21.00
THE COMPANY
R&D Transportation Services, Inc. (R&D) is a transportation management and consulting firm that for over 25 years, has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe , reliable, and efficient transportation services for people with developmental and/or physical disabilities.
R&D has two Customer Service positions – one for the
morning and one for the afternoon shift.
POSITION SUMMARY
The Customer Service Representative responds to participant concerns, inquiries, and reports problems to supervisor or other departments such as Scheduling and Quality Assurance, by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Talks with participants, family and/or care providers, Regional Center personnel , and transportation vendors by phone ( high volume inbound and outbound calls ) to:
notify of service schedules
provide late bus notifications
respond to concerns and questions
obtain additional information to process service change requests
obtain and document additional information when a customer reports a concern or complaint
Other duties may be assigned
KNOWLEDGE, SKILLS & ABILITIES
Written, verbal and organizational skills
Confidentiality of all information is essential
Computer Skills (familiar use with Excel, Word , Access and Outlook )
Requirement bilingual Spanish
Ability to effectively communicate in English.
Ability to write routine reports and correspondence
Ability to speak effectively with customers and co – workers.
Ability to effectively present information and respond to questions from customers, participants, and vendors.
Ability to deal with problems involving several variables in standardized situations
Knowledge of Zultys Phone System preferred
EDUCATION and EXPERIENCE
High school diploma, some college preferred; or two to four years related experience and/or training in a high volume call center required; or equivalent combination of education and experience. Background in Sociology, Psychology, Communication or related discipline preferred. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with use of the Internet required. Ability to read city maps required.
LANGUAGE SKILLS
Ability to effectively communicate in English and Spanish required. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co – workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio , and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables on standardized situations.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly be required to sit; use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate computer, reach phone, lift files and boxes. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
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