Customer Service Representative
1 month ago
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:
- Respond to customer calls and provide accurate information regarding our transit services.
- Schedule trip reservations for Access Paratransit customers using Trapeze PASS.
- Provide customers with up-to-date fixed route transit information using Trapeze INFO Agent, Google Maps, and Transit Master.
- Input customer comment entries in Trapeze COM that are reported via the Call Center.
- De-escalate situations involving dissatisfied customers, offering assistance and support.
- Guide customers through troubleshooting, navigating our website, or using our fare media platform and transit services.
- Review customer or client accounts, providing updates and information regarding ETA for Access reservation trips and cancellation of reservation upon request.
- Collaborate with other call center professionals to improve customer service.
Requirements:
- High school diploma or equivalent required.
- Experience working with the public and previous telephone operator experience preferred.
- Excellent voice quality for telephone work.
- Ability to acquire knowledge of Davidson County and MTA service in a reasonable time.
- 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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