What are the responsibilities and job description for the Customer Care Representative position at WeGo Public Transit?
DAVIDSON TRANSIT ORGANIZATION
POSITION DESCRIPTION
Title : Customer Care Representative – Call Center
Purpose : This position is responsible for answering telephone inquiries from the public, taking complaints, mailing schedules and other materials requested by the public.
Position reports to : Customer Service Supervisor
Principal Duties of Job :
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns regarding the agency’s transit services.
- Schedule trip reservations for Access Paratransit customers utilizing Trapeze PASS.
- Provide customers with accurate and up to date fixed route transit information utilizing Trapeze INFO Agent, Google Maps and Transit Master.
- Responsible for inputting customer comment entries in Trapeze COM that are reported via the Call Center.
- De-escalate situations involving dissatisfied customers, offering assistance and support.
- Guide customers through troubleshooting, navigating the company site or use of fare media platform and transit services.
- Review customer or client accounts, providing updates and information regarding ETA for Access reservation trips and cancellation of reservation upon request.
- Collaborate with other call center professionals to improve customer service.
The principal duties are intended to describe those functions that are essential to the performance of this job and must be performed unaided or with the assistance of a reasonable accommodation. Other responsibilities are those functions, which are considered incidental or secondary to the overall purpose of the job. This job description does not imply that the above are the only duties assigned to the position. Employees may be required to perform any other job- related duties as requested by management.
Physical Requirements with or without reasonable accommodations :
Physical activity includes but is not limited to :
Other Requirements :
Recommended Preparation for Employment :
The successful candidate will have completed high school and / or possession of a GED certificate. Experience working with the public is highly recommended, as well as previous telephone operator experience with excellent voice quality for telephone work. Be able to acquire knowledge of Davidson County and MTA service in a reasonable time.
Classification under Fair Labor Standards Act : Non-Exempt.
DTO is an EOE
