We are seeking a dedicated and customer-focused Customer Service Representative to join our client's team. As the first point of contact for transit riders and community members, the Customer Service Representative will provide high-quality service by assisting with transit inquiries, addressing concerns, and providing information on schedules, routes, and services. The ideal candidate is professional, patient, and passionate about helping others navigate public transportation options.
Key Responsibilities
- Customer Assistance: Respond to customer inquiries regarding transit routes, schedules, fares, and services via phone, email, and in-person interactions.
- Issue Resolution: Handle and resolve customer complaints in a timely, courteous, and professional manner. Escalate complex issues to the appropriate department when necessary.
- Provide Accurate Information: Ensure that customers receive up-to-date and accurate information regarding transit schedules, changes in services, or route detours.
- Fare Assistance: Assist customers with fare-related questions, including explaining payment options and troubleshooting fare card issues.
- Service Requests: Process service requests for accessibility accommodations, lost and found items, or other transit-related issues.
- Follow-Up Communication: Maintain open lines of communication with customers, ensuring follow-up on outstanding issues and providing status updates as needed.
- Documentation: Accurately document customer interactions, service issues, and resolutions in the system for tracking and reporting purposes.
- Promote Services: Educate the public on available transit services, including promoting special programs and initiatives to increase rider engagement.
- Collaboration: Work closely with internal teams, including dispatchers and field operators, to relay service updates and ensure customer satisfaction.
Required Skills and Qualifications
- Customer Service: Proven experience in a customer-facing role, with a strong focus on delivering outstanding service.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally.
- Problem-Solving: Strong problem-solving skills and the ability to think critically under pressure while remaining patient and empathetic.
- Multitasking: Ability to handle multiple inquiries and tasks in a fast-paced environment, ensuring timely and accurate responses to all customer interactions.
- Technology Proficiency: Comfortable using customer service software, phone systems, and basic office applications.
- Team Player: Ability to collaborate with team members and other departments to provide seamless service to customers.
- Attention to Detail: Strong organizational skills and attention to detail in documenting interactions and following through on customer issues.
Preferred Qualifications
- Previous experience in transit, transportation, or public service roles.
- Familiarity with the public transit system and services.
- Bilingual abilities (English/Spanish) are a plus.
Work Environment
- The position requires a mix of in-office work and phone-based customer service, with occasional opportunities to interact with customers face-to-face.
- Must be available for varying shifts, including weekends and holidays, depending on service demands.