Multilingual Client Service Representative I

1 week ago

Chicago, Illinois, United States Chicago Transit Authority Full time

Job Overview

Position Title: Bilingual Customer Support Specialist I

Position Summary

The Customer Support Specialist serves as the main contact for both external and internal clients, offering assistance, resolving issues, and advocating for mass transit users. This role involves managing a significant volume of inquiries through an inbound call center, ensuring the highest standards of service and customer satisfaction while fostering a positive image for the organization.

Key Responsibilities

  1. Respond to customer inquiries via incoming calls, addressing various topics such as fare media, reduced fare programs, transit services, travel information, accessible services, account management, and complaint resolution.
  2. Communicate CTA policies, procedures, maps, schedules, and relevant information as requested by customers.
  3. Acquire a comprehensive understanding of departmental policies, CTA regulations, operational procedures, transit maps, schedules, and service offerings.
  4. Exhibit basic computer proficiency and the ability to navigate CTA databases for customer feedback and communication purposes.
  5. Meet call center performance 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, ensuring operational issues are communicated to management.
  7. Safeguard customer information, adhering to confidentiality standards and ethical guidelines.
  8. Perform basic arithmetic calculations accurately.
  9. Utilize organizational knowledge and problem-solving skills to manage calls and address customer inquiries promptly.
  10. Maintain a desk manual for quick reference and stay updated on CTA's website and evolving business trends.
  11. Make informed decisions regarding customer issues, prioritizing service matters based on urgency.
  12. Conduct follow-up research to respond to customer inquiries using various CTA databases and communication methods.
  13. Perform additional duties as assigned.

Management Responsibilities

This position does not have any direct reports.

Challenges

  • Meeting deadlines and ensuring quick turnaround times.
  • Resolving customer inquiries efficiently.

Qualifications

Education and Experience

  • High school diploma required; college education preferred.
  • Minimum of one year of experience in a call center or customer service environment.
  • Subject to background and credit checks.
  • Accuracy in entering customer information into CTA databases is essential.
  • Adherence to established productivity standards and security protocols is required.
  • Typing proficiency of at least 25 words per minute is necessary.
  • Bilingual in Spanish is preferred.

Physical Requirements

  • Must be vaccinated against Covid-19.
  • Continuous exposure to computer screens is expected.

Knowledge, Skills, and Abilities

  • Proficient in computer and data entry skills, with the ability to utilize various software applications.
  • Strong critical thinking skills and the ability to resolve issues in a timely manner.
  • Effective written and verbal communication skills are required.
  • Ability to interact positively with customers and personnel at various levels while maintaining professionalism.

Working Conditions

  • Must be flexible to work various shifts and respond to emergency situations as needed.
  • General office environment with varying work, lunch, and break schedules.
  • Compliance with confidentiality, ethics, and privacy policies is mandatory.
  • Maintain workplace safety standards.
  • Ability to remain seated for the duration of the work shift.

Equipment and Tools Utilized

Computer, various maps, brochures, phone systems, training manuals, standard office equipment, Microsoft Office, various databases, fax machine, photocopier.

Additional Information

CTA is an equal opportunity employer committed to creating an inclusive environment for all employees. All applicants will be considered without regard to race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, disability, or any other status protected by law.

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