Customer Service Agent
1 week ago
The Midtown Group is seeking dedicated Customer Service Agents to provide exceptional support within a reputable transit organization.
Position Summary:
The primary duty of the Customer Service Agent is to manage incoming inquiries, primarily assisting the senior and disabled community with transportation arrangements. This role demands a high level of service to all customers and internal staff throughout the year.
Key Responsibilities:
- Maintain comprehensive knowledge of and adhere to all departmental guidelines and protocols.
- Professionally handle inbound calls.
- Process requests for transportation, modifications, cancellations, and group bookings via various communication channels including phone, fax, email, and internal systems.
- Document call interactions accurately.
- Provide detailed service information and respond to customer queries effectively.
- Utilize Microsoft Access and scheduling software to assess customer eligibility.
- Collaborate with various departments to ensure the accuracy of customer and travel data.
- Offer information regarding Paratransit and accessible services, assisting customers with conditional eligibility.
- Direct calls to the appropriate resources.
- Conduct follow-ups on customer inquiries as necessary.
- Identify and report trends in customer interactions to supervisors.
- Regularly provide feedback on the policies and procedures of the Reservations Department.
- Assist in training new staff through cross-training and hands-on support.
- Perform clerical tasks including faxing, filing, emailing, and processing documentation.
- Execute additional responsibilities as assigned.
Essential Skills:
- Professional demeanor
- Punctuality
- Strong verbal and written communication abilities
- Active listening skills
- Proficient data entry capabilities
- Attention to detail
- Problem-solving and analytical skills
- Interpersonal effectiveness
- Organizational proficiency
- Initiative and self-motivation
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