Admin-Operations - Call Center Specialist

Department: Operations | Reports to: Call Center Supervisor | FLSA Status: Non-Exempt | Safety Sensitive Position: No

About the Role

The Call Center Specialist provides excellent customer service, schedule information, and other basic TANK facts and materials to the public in response to telephone and face-to-face inquiries.

Responsibilities

• Responds to consumer inquiries regarding route and schedule information and provides information on TANK’s special services and various programs.
• Records all customer feedback in Customer Assistance Software.
• Able to fully utilize Chatra (chat function) on TANK website.
• Routes incoming calls to appropriate personnel.
• Mails schedules and marketing brochures requested by the public.
• Maintains bulletin board in Information Center and communicates with Dispatch regarding any detours or schedule delays.
• Processes, logs, and stores lost and found items according to TANK’s Lost and Found Policy.
• Performs clerical assignments for the Marketing Department or other Departments as needed.
• Supports Front Desk as needed, including but not limited to:
  • Sells fare media to customers, including phone, mail, or internet orders.
  • Performs accounting and reporting/documentation functions as it relates to sales.
  • Assists passengers with information on bus schedules.
  • Answers incoming phone calls.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• One (1) year of customer service experience.
• Strong communication and interpersonal skills.
• Demonstrates initiative and attention to detail.
• Problem-solving skills.
• Ability to learn detailed schedule information about TANK bus routes.
• Ability to work cooperatively and be a team player.
• Ability to keep clear and accurate records.
• Computer experience with Word, Excel, Outlook, and internet.
• Bilingual skills a plus ($1/hour differential).

Physical Demands

• Reaching by extending hands or arms in any direction.
• Dexterity required manipulating and moving objects.
• Ability to enter data into a computer using a keyboard or mouse.
• Correctable ability to see written communication and input it into a computer.
• Ability to move about the office to obtain files and other projects.
• Lift and carry objects up to 30 pounds within a 50-foot radius.
• Ability to read and write in the English Language.