Customer Service Representative

OVERVIEW:

The Customer Service Representative (CSR) handles incoming calls regarding

scheduling of paratransit eligibility services.

DUTIES:

To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

• Answers customer calls and inputs all customer information using acomputerized scheduling system; enters new customer information or changes into the system
• Receives customer complaints
• Answers questions, and provides information about services
• Resolves customer inquiries relating to transportation
• Communicates resolution to customers
• Clearly and accurately documents issues
• Maintains a clean and well-organized work area
• Represents Mobility Options in a professional manner to our service partners, and the community
• Other duties as required/assigned

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or

ability required.

• A high school diploma or equivalent, such as GED, required
• One or more years of Customer Service experience preferred
• Must be able to work shifts or flexible work schedules as needed
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routes
• Ability to communicate via telephone with clear speech and a pleasant phone
• manner
• Must possess excellent verbal communication skills
• Ability to work as a member of a team
• Must be computer literate and proficient in the use of Microsoft Office
• Must be able to interact and communicate with diverse clients
• Must be able to demonstrate poise, tactfulness, and diplomacy and have a high
• level of interpersonal skills to handle sensitive and confidential situations
• Must undergo a pre-employment drug test once offered a position
• Must be willing to undergo a criminal and employment background check once offered a position
• Travel requirement (as a percent): <5% for occasional meetings

WORK ENVIRONMENT

The work environment characteristics described here are representative of those

an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

• Must be able to work shifts or flexible work schedules as needed.
• 85% of work is accomplished indoors and in air-conditioned or well-ventilated facilities.
• Work is accomplished in an office or in a cubicle space equipped with a
• telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Employees may periodically need to travel locally.