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Client Support Specialist

2 months ago

Leesburg, Virginia, United States Keolis North America LLC Full time

Key Responsibilities

  • Address customer inquiries and issues by delivering prompt and precise information.
  • Channel feedback, praises, and grievances to the relevant supervisory personnel.
  • Ensure the provision of accurate, valid, and comprehensive information through appropriate methods and tools.
  • Clarify customer concerns and articulate resolutions effectively.
  • Document customer interactions and responses for future reference.
  • Adhere to communication protocols, guidelines, and policies.
  • Handle customer complaints via telephone or electronic correspondence.
  • Act as the primary in-person point of contact for visitors.
  • Oversee lost and found items, including disposal procedures.
  • Collaborate with other departments to address customer issues.
  • Assist other departments with administrative duties as time permits and in line with the CSR's capabilities.
  • Provide backup support for reservations and dispatch operations.
  • Perform additional tasks as assigned.

Qualifications and Skills

  • High School Diploma or equivalent required.
  • Strong problem-solving abilities are essential.
  • A minimum of 6 months experience in customer service is necessary.
  • Excellent interpersonal skills and the ability to manage challenging customer interactions.
  • Flexible availability for evening and weekend shifts as required.
  • Proficient in computer usage, including familiarity with Microsoft Office Suite.
  • Proficiency in MS Word and Excel is mandatory.
  • Ability to handle difficult customer situations effectively.

Additional Information

Drug and Alcohol Screening: Employment is contingent upon successful completion of pre-employment drug and alcohol screening, as well as a favorable background check. Certain positions may require a physical examination.

Commitment to Safety: Safety is integral to our operations at Keolis. By prioritizing safety, we protect our employees, customers, and communities. Together, we strive to be the leading transportation company globally.

Environmental Responsibility: Keolis is dedicated to minimizing our operational impact on the environment and the communities we serve.

Equal Employment Opportunity: We uphold Equal Employment Opportunity for qualified individuals, regardless of race, color, sex, religion, age, marital status, national origin, ancestry, disability, sexual orientation, or gender identity. We maintain a drug-free workplace and conduct pre-employment substance abuse testing.

Disclaimer: The statements above are intended to outline the general nature and level of work performed by employees in this role. They are not exhaustive of all responsibilities, duties, and skills required. Keolis is committed to providing competitive compensation, benefits, and opportunities for professional growth in a safe work environment.