Customer Services Representative

SummaryThe 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.Essential DutiesAnswers (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 levelWorks within guidelines, policies and procedures as established by supervisor, Customer Service Manager and / or other Department managersPerforms other duties as may be required or assignedQualifications / Preferred Skills, Knowledge & ExperienceRequired 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 ADACustomer service principles and practicesDisabilities and related effectsBasic call management systems and telecommunications equipmentNeighboring transit agencies and servicesCash handling practicesQualifications / 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.Additional InformationRelevant 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 skillsIntermediate Excel skillsBasic Outlook skillsBasic PowerPoint skillsBasic Internet skills