Customer Care Center Agent

About the role

Responds to a high volume of telephone, electronic and written inquiries regarding schedule information, transfer routes, fare information, etc.; responds to complaints, suggestions, and/or inquiries received by phone, mail, social media, or e‑mail from customers or the general public concerning the company's services; assures COM, the customer service documentation software, is accurate and up‑to‑date; drafts and/or documents communication to the customer and/or general public; routes incoming calls using a multi‑line phone system to appropriate department/personnel.

Responsibilities

• Converse with customers verbally and/or electronically to determine destination, travel dates and times and accommodations required by answering incoming calls and retrieving emails from the company's website.
• Assist riders with routing information via phone or mailing printed materials regarding various schedules and routes, including but not limited to Access, regular, school, snow and holiday service.
• Send out schedules as requested/necessary.
• Provide fare and boarding information to customers as requested/needed.
• Process incoming/outgoing mail to customers (for example mail out schedules, application requests, etc.).
• Document and confirm the accuracy of information submitted by the customer.
• Complete data entry of passenger file information for specific trip requests and negotiate requested time where necessary or appropriate.
• Provide feedback to passengers in the way of follow‑up calls as a course of duty or as required by schedule changes.
• Utilize Trapeze modules, OTP, headway data, dispatcher detours and other relevant documentation to type all communication data into the Customer Service modules/system for resolution and tracking.
• Collaborate and exchange information with