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. Respond 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.

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.
• Aid 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.
• Operate a multi-line phone to route incoming calls to appropriate department/personnel.
• Document and confirm the accuracy of information submitted by the customer.
• Type all communication data into the Customer Service modules/system for resolution and tracking.
• Collaborate and exchange information with Metro personnel (including, but not limited to Risk, Maintenance, Dispatch, Operations, etc.) to assist in the prompt resolution of customer service issues.
• Communicate Access passenger issues to the appropriate Metro personnel (including but not limited to same-day cancellations, no-shows, etc.).
• Prioritize and escalate urgent calls appropriately.
• Conduct callbacks at customer request concerning resolution of customer report. Prepare written follow-up response, via correspondence and/or email at customer request.
• Contact passengers or respond to reports of items lost or found on a coach.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries.
• Maintain and update information on service routes in information binders on a daily basis.
• Aid in the development of strategies to meet or exceed organizational and department performance goals and objectives.

Qualifications

• High School Graduate necessary; Associate's Degree preferred.
• Two to four years related experience.

Skills & Abilities

• Working knowledge of computers and willingness to learn new systems (COM system, Trapeze, TransitMaster, eFare, OTP); headway data sheets, word processing, spreadsheets, internet, and e-mail.

Work Environment

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.