Customer Support Agent

Job Summary: 

The Customer Support Agent will provide customer service in person and on the phone, give product/service knowledge, schedule/confirm/collect reservations with a high level of accuracy and positivity, encourage safe work practices, and demonstrate commitment to our guiding BAC principles and policies. 

Direct Supervisor:

CSA/Dispatch Department Manager

Qualifications:

To be considered for employment, you must possess the minimum qualifications for Customer Support Agent to include but not limited to:

• Minimum high school diploma or equivalent. 
• Possess a sincere desire for delivering 1st-rate customer service
• Must be able to work within a 24 hour schedule to include weekends, evenings and holidays.
• Well-organized, detail-oriented and able to multi-task.
• This position will require long term sitting and use of hands and arms.
• Must have excellent verbal and written English communication skills.

Duties:

Average daily duties will include but are not limited to:

• Maintains a safe, hazard free, positive, clean, organized work environment by promoting and practicing safe work habits. 
• Champions effective and positive communication with all team members. 
• Maintaining solid customer relationships by handling reservations, questions and concerns with speed and professionalism as described in the employee handbook.
• Monitor communication boards and prioritize tasks 
• Monitor company email boxes and process requests 
• Record information as required by the company 
• Confirms reservations and collects payments for trips
• Responds proactively to prevent customer service situations and documents incidents 
• Proactive in solving customer problems and satisfying customers in various situations.
• Performs all duties as outlined on the daily checklist.
• Ensures accurate revenue collection and payment processing for reservations.
• Fulfill all other duties assigned by the leadership.

Skill requirements:

Must possess skills required to fulfill expected job duties including but not limited to:

• Excellent communication skills 
• Follow verbal and written direction
• Problem solve proactively with quick, critical thought processing 
• Acute attention to detail with a high-level of accuracy 
• Well-organized, detail-oriented and able to multitask with a good memory for details and procedures 
• Ability to work well in a team environment
• Possess desktop computer skills

Job Location & Shift Description:

Work is performed on location in a team environment at the BAC Transportation Headquarters in Anchorage, Alaska. All BAC Transportation vehicles and buildings are tobacco & smoke-free. Shifts are 8 hours, 40 hours per week and are scheduled within a 24 hour schedule to include weekends, evenings and holidays. Training may be outside normal work hours and expected for employment.