Customer Service Representative

1 month ago


Madison, United States Davidson Transit Organi Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Davidson Transit Organization. As a key member of our call center, you will be responsible for providing exceptional customer service to our clients, answering their inquiries, and resolving their concerns in a timely and professional manner.

Key Responsibilities:

  1. Respond to customer calls and provide accurate information regarding our transit services.
  2. Schedule trip reservations for Access Paratransit customers using Trapeze PASS.
  3. Provide customers with up-to-date fixed route transit information using Trapeze INFO Agent, Google Maps, and Transit Master.
  4. Input customer comment entries in Trapeze COM that are reported via the Call Center.
  5. De-escalate situations involving dissatisfied customers, offering assistance and support.
  6. Guide customers through troubleshooting, navigating our website, or using our fare media platform and transit services.
  7. Review customer or client accounts, providing updates and information regarding ETA for Access reservation trips and cancellation of reservation upon request.
  8. Collaborate with other call center professionals to improve customer service.

Requirements:

  1. High school diploma or equivalent required.
  2. Experience working with the public and previous telephone operator experience preferred.
  3. Excellent voice quality for telephone work.
  4. Ability to acquire knowledge of Davidson County and MTA service in a reasonable time.
  5. Physical requirements include sitting, standing, lifting, reaching, walking, talking, writing, carrying, grasping, holding, clarity of vision, speaking, and listening.

Working Conditions:

The successful candidate will work in a fast-paced call center environment, responding to customer inquiries and resolving issues in a timely and professional manner. The ability to work any schedule, including evenings and weekends, and work overtime as needed is required.

What We Offer:

Davidson Transit Organization is an equal opportunity employer and offers a competitive salary and benefits package to the successful candidate.



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