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Bilingual Customer Support Specialist I

2 months ago

Chicago, Illinois, United States Chicago Transit Authority Full time

Job Overview

Position Title: Bilingual Customer Service Representative I

Position Summary

The Customer Service Representative serves as the main point of contact for both external and internal clients, delivering information, resolving issues, and advocating for public transit users. This role involves managing a significant volume of incoming calls in a call center environment, ensuring the highest standards of service and customer satisfaction while fostering a positive image for the organization.

Key Responsibilities

  1. Respond to customer inquiries through inbound calls, addressing topics such as fare media, reduced fares, transit services, travel information, accessible services, account management, and complaint resolution.
  2. Provide accurate information regarding organizational policies, maps, schedules, and relevant customer resources as requested.
  3. Develop a comprehensive understanding of departmental policies, operational procedures, and transit system usage.
  4. Exhibit basic computer proficiency and utilize databases to log customer feedback and manage communication effectively.
  5. Meet call center standards, productivity targets, and participate in training sessions to enhance skills and maintain knowledge of organizational practices.
  6. Conduct daily audits and maintain productivity reports to track performance metrics and identify operational trends.
  7. Ensure the confidentiality and security of customer information while adhering to ethical standards and service guidelines.
  8. Perform basic arithmetic calculations accurately.
  9. Utilize organizational knowledge and problem-solving skills to prioritize and resolve customer inquiries promptly.
  10. Maintain a desk manual for quick reference and stay updated on organizational trends and resources.
  11. Make informed decisions regarding customer issues, prioritizing service matters based on urgency.
  12. Conduct follow-up research on customer inquiries using various databases and communication methods.
  13. Perform additional duties as assigned.

Management Responsibilities

This position does not supervise any staff.

Challenges

  • Meeting deadlines and ensuring quick turnaround times.
  • Effectively resolving customer inquiries in a timely manner.

Qualifications

Education and Experience

A high school diploma is required; college education is preferred. A minimum of one year of prior experience in a call center or customer service role is necessary. Candidates will undergo background and credit checks.

Accuracy in entering customer information into databases is essential, along with adherence to productivity quotas and security protocols. Typing proficiency of at least 25 words per minute is required. Bilingual proficiency in Spanish is preferred.

Physical Requirements

Vaccination against Covid-19 is required. Continuous exposure to computer screens is expected.

Knowledge, Skills, and Abilities

Strong computer and data entry skills are essential, along with the ability to utilize various software applications. Candidates must possess effective critical thinking skills and the capability to resolve issues promptly. Excellent written and verbal communication skills are required, along with the ability to interact professionally with customers and staff at all levels.

Working Conditions

Flexibility to work various shifts and respond to emergency situations as needed. The work environment is primarily office-based, with designated breaks and lunch periods. Adherence to confidentiality, ethics, and privacy policies is mandatory, along with maintaining workplace safety standards.

Equipment and Tools Utilized

Standard office equipment, including computers, maps, brochures, phone systems, training manuals, and various databases.

Additional Information

Priority consideration will be given to employees and union members in the hiring process, in accordance with applicable labor contracts.