Customer Service Representative
2 months ago
Job Description
Position Title:Customer Service Representative (CSR) - Bilingual
Reports to:Call Center Manager
Status:Non-Exempt
Salary Range: $20.00 - $26.00 per hour
JOB SUMMARY: The bilingual CSR assists customers by providing information and trip planning assistance. Takes customer calls and schedules customer rides using a computerized scheduling system.
RESPONSIBILITIES:
- Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.
- Provide counseling, information, resources, and a high level of customer service.
- Answer customer calls and inputs all customer rides using a computerized scheduling system.
- Coordinate and assess eligibility for all programs.
- Data entry onto spreadsheets and in databases.
- Provides customer service with late vehicle service, verifying "no shows" and assisting riders with resolving service-related complaints.
- Monitors efficiencies of manifests to ensure that routes are logical and efficient based on customer needs.
- Provide information and referral services, trip planning, and technical assistance so that passengers can select the most appropriate option to make their trips.
- Other duties as required.
- High school diploma or equivalent, such as GED, required.
- Bilingual - English / Spanish required.
- Understand the full suite of Marin Access programs.
- Understand requirements of the ADA.
- Excellent written and oral communication skills; communicate effectively and clearly over the telephone in keeping a professional and pleasant tone.
- Utilize computer software, Microsoft Office, proficient computer skills.
- Basic mathematical skills.
- Must be able to pass a drug screen and background check.
- Travel requirement (as a percent):
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