Spanish-Speaking Customer Service Agent I

2 weeks ago

Chicago, Illinois, United States Chicago Transit Authority Full time

Job Title: Bilingual Customer Service Representative I

Position Overview:

The Bilingual Customer Service Representative serves as the main liaison for both external and internal clients of the Chicago Transit Authority (CTA), delivering essential information, resolving issues, and advocating for mass transit users. This role involves managing a significant volume of incoming calls through a dedicated call center, ensuring the highest standards of service and customer satisfaction while fostering a positive representation of the Authority.

Key Responsibilities:

  1. Respond to customer inquiries via inbound calls, addressing topics such as fare media, reduced fare options, bus and rail services, travel information, accessible services, account management, and complaint resolution.
  2. Provide accurate information regarding CTA policies, procedures, maps, and schedules as requested by customers.
  3. Develop a comprehensive understanding of departmental policies, CTA regulations, standard operating procedures, and transit system operations.
  4. Exhibit basic computer proficiency and utilize CTA databases to log customer feedback and manage communication effectively.
  5. Adhere to call center 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 ensure performance metrics are met and to identify operational trends.
  7. Safeguard customer information by following all confidentiality and ethical guidelines.
  8. Perform routine calculations and data entry with precision.
  9. Utilize organizational knowledge and problem-solving skills to manage call routing and address customer issues promptly.
  10. Maintain a desk manual for quick reference and stay updated on CTA's website and business developments.
  11. Make informed decisions regarding customer service priorities based on urgency.
  12. Conduct follow-up research to resolve customer inquiries using various CTA databases.

Management Responsibilities:

This position does not have any direct reports.

Challenges:

  • Meeting deadlines and ensuring quick response times.
  • Effectively resolving customer inquiries in a timely manner.

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 data into CTA systems is essential.
  • Must comply with established productivity standards and security protocols.
  • Typing proficiency of at least 25 words per minute is required.
  • Bilingual in Spanish is preferred.

Physical Requirements:

  • Vaccination against COVID-19 is required.
  • Continuous use of personal computers is expected.

Knowledge, Skills, and Abilities:

  • Proficient in computer and data entry skills, with the ability to navigate multiple software applications.
  • Strong critical thinking skills to resolve issues efficiently.
  • Effective written and verbal communication skills are necessary.
  • Ability to interact positively with customers and various levels of Authority personnel while maintaining professionalism.

Working Conditions:

  • Flexibility to work various shifts and respond to emergencies as needed.
  • General office environment with designated work, lunch, and break periods.
  • Compliance with CTA's confidentiality, ethics, and privacy policies is mandatory.
  • Adherence to workplace safety standards is essential.
  • Ability to remain seated for the duration of the work shift.

Equipment and Tools Utilized:

  • Computer systems, maps, brochures, phone systems, training manuals, and standard office equipment.

Additional Information:

CTA is an equal opportunity employer, committed to fostering an inclusive environment for all employees and the communities we serve.

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