Customer Support Specialist
2 weeks ago
POSITION SUMMARY:
The Customer Support Specialist will act as the primary contact for clients seeking assistance, employing established support protocols and diagnostic tools. The key responsibility of this position is to address inquiries and resolve issues from incoming communications, including phone calls and emails from customers. The Customer Support Specialist will also aid clients in setting up or modifying their service accounts and managing their online payment systems. Furthermore, this role will initiate claims for all reported issues and ensure thorough follow-up to achieve satisfactory resolutions.
KEY RESPONSIBILITIES:
· Deliver customer support through various channels, maintaining a comprehensive record of each inquiry and response.
· Process registrations for various fare categories, accurately entering data from multiple forms into the central database and online management systems.
· Address claims regarding lost or defective cards, handling replacement requests and ensuring all pertinent information is updated in the database.
· Investigate claims related to ticket vending machines, confirming or denying requests and advising clients on the necessary steps.
· Manage and input all new and replacement orders in accordance with established procedures.
· Maintain spreadsheets as required for tracking and reporting purposes.
· Assist in the investigation of unresolved auto-load transactions, refund requests, and discrepancies, providing detailed analysis for management review.
· Process refunds by updating account values in the central database and managing monetary refunds according to established guidelines.
· Monitor all incomplete or missing transactions, providing detailed information to supervisors for resolution.
· Inform clients of any technical issues related to the online payment system and advise on necessary actions.
EDUCATION AND EXPERIENCE:
· Preferred: At least 1 year of college education (30 credit hours) Required: High School Diploma or equivalent.
· Minimum of two years of experience in a customer service role, with a focus on high-volume call center environments.
· Prior experience in financial services or banking is preferred.
· Proficient in Microsoft Office Suite, with intermediate skills in Excel.
· Strong proficiency with technology and software applications.
· Excellent written and verbal communication skills, along with strong interpersonal abilities.
· Ability to work independently and maintain professionalism in high-pressure situations.
· Collaborative communication with colleagues to foster a team-oriented environment.
· Experience in customer support is essential.
· Provides accurate product knowledge to facilitate informed customer decisions.
· Prior experience with customer relationship management systems is preferred but not mandatory.
· Work schedules may vary based on the needs of the customer service department.
This position description is intended to provide a clear understanding of the responsibilities and requirements associated with this role. Management reserves the right to modify or remove duties as necessary.
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