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Customer Service Representative ( Bi-lingual)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
- 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):