The Customer Service Representative (CSR) is responsible for providing vital service information to current and prospective clients by utilizing the call center system and customer comment / complaint database to log information and resolve customer questions and concerns. Individuals in this position will positively represent the Department and County by providing a high level of customer service and professionalism through the use of individual skills and effective teamwork.
- Answers (and/or directs to appropriate staff members) customer calls to provide information regarding trip scheduling, program eligibility, and other general inquiries and complaints, with the objective of resolving situations in the minimum amount of time and at the lowest organizational level
- Works within guidelines, policies and procedures as established by supervisor, Customer Service Manager and/or other Department managers
- Performs other duties as may be required or assigned
Required Skills, Knowledge & Experience:
Education: This position requires a high school degree or GED equivalent, with a minimum of two (2) years full-time experience in customer service or call centers. Related experience may substitute for educational requirements on a year for year basis. Prior experience with public transit or school bus transportation service is highly desirable.
Knowledge and skills include the ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English language spoken by a wide variety of cultures.
Experience:
This position requires a general knowledge of:
- Applicable federal, state, and local laws, rules, and regulations including ADA
- Customer service principles and practices
- Disabilities and related effects
- Basic call management systems and telecommunications equipment
- Neighboring transit agencies and services
- Cash handling practices
Qualifications / Requirements:
- Ability to interface effectively with all levels of County management.
- Creates a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction. As needed, asks questions to gain an understanding of customer needs.
- Ability to maintain confidential information and handle confidential matters.
- Ability to present self in a professional manner and interact positively with internal and external parties.
- Excellent verbal, written and interpersonal skills.
- Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
- Provides suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
- Basic to Intermediate skill to use a personal computer and various software packages.
- Strong customer service skills and experience.
- Maintaining logs and records.
- Operating applicable office equipment.
- Providing excellent customer service.
- Efficient use of electronic technology.
- Establish and maintain effective working relations with other transit employees and the public.
- Ability to work under pressure, addressing significant problems and tasks that arise simultaneously and /or unexpectedly.
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public sufficient to exchange or convey information and to receive work direction.
- Ability to work independently or as part of a team to achieve objectives.
- Ability to maintain confidential information and handle confidential matters.
- Ability to work extended hours, as necessary.
Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.
Computer Skills Required:
To perform this job successfully, an individual should have, at minimum:
- Intermediate Word skills
- Intermediate Excel skills
- Basic Outlook skills
- Basic PowerPoint skills
- Basic Internet skills
Physical Demands:
While performing the duties of this position, an individual is frequently required to sit, and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.
The specific vision requirement listed for this position is:
- Close vision (clear vision at 20 inches or less)
Work Environment:
Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.
Certificates / Licenses / Clearances Required:
Does the position necessitate a criminal background check? (must be job-related): Yes
This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years:
- PA Child Abuse
- PA Criminal History
- FBI Criminal History
