Customer Service Call Center Representative

About the role

Rock Region METRO is Arkansas' largest public transit agency serving the Little Rock metropolitan area. This is a support position for individuals interested in helping people from all walks of life successfully use the public transit system to meet their needs.

Responsibilities

• Represent Rock Region METRO on frontline, inbound calls from the general public.
• Assist transit riders with trip-planning; discount fare applications; general service questions; scheduling paratransit and microtransit trips; troubleshooting problems tied to METRO’s smartphone apps; and logging and investigating customer requests and concerns.
• Support the customer service manager with various tasks, such as answering customer calls, logging calls, and resolving issues.
• Operate multiple software platforms to perform daily work.
• Ensure canceled trips are communicated to the appropriate dispatch team in a timely manner.
• Communicate common rider questions and concerns to the customer service manager.
• Engage in provided transit and customer service training, including de-escalation tactics.

Requirements

• High school diploma or GED equivalent and one year of work experience in customer service work involving the general public.
• One year of work experience in customer service work involving the general public or any equivalent combination of related training and experience.
• Familiarity with how to trouble-shoot technology-related problems (specifically, help riders identify what type of smartphone they have, what their smartphone operating system is and what versions of METRO-related apps they have).

Qualifications

• High school diploma or GED equivalent.
• One year of work experience in customer service work involving the general public or any equivalent combination of related training and experience.
• Familiarity with how to trouble-shoot technology-related problems (specifically, help riders identify what type of smartphone they have, what their smartphone operating system is and what versions of METRO-related apps they have).

Skills

• Professional, knowledgeable and friendly representation of METRO.
• Timely answering of all incoming customer calls.
• Efficient use of time for individual support of team call flow goals.
• Thorough, accurate knowledge of all transit services and how to use the transit system.
• Successful, thorough resolution of customer problems.
• Accurate, timely records data-entry.
• Quality rider and community relationships built on excellent customer service.
• Drive to keep pace with established benchmarks and exceed personal best.

Benefits

• Competitive pay.
• Great benefits including:
• Dental, Vision, and Employer Paid Health Insurance
• Employer Paid Disability & Life insurance
• 457 (b) Deferred Compensation Retirement Plan
• Paid Vacation, Paid Holidays & Paid Sick Leave
• In-house Training Opportunities
• Transit Passes for Employees & Eligible Dependents
• Bi-weekly Pay
• Direct Deposit
• Credit Union Membership
• Minority Lead Workforce
• Fulfilling Work
• Work-Life Balance

Pay

$19.00 per hour

Schedule

Call Center Hours: 5:00am – 8:00pm Mon-Sat, 8:00am – 7:00pm Sun

Status and Scope

Reports to: Call Center Manager
Direct Reports: None
Knowledge of Rock Region METRO’s mission and operations
Knowledge of central Arkansas street grid, particularly that of Little Rock, North Little Rock, Conway, Jacksonville and Sherwood
Ability to work independently within a collaborative environment and support coworkers when needed
Ability to adapt to a high-call-volume, ever-changing, fast-paced environment
Ability to immediately respond to direction
Ability to lend an empathetic ear, combined with an agency perspective
Ability to maintain a calm, polite demeanor when speaking to disgruntled customers
Ability to submit complete, accurate and timely reports
Skilled in problem-solving
Skilled in professional, tactful, and diplomatic interpersonal communication
Skilled in excellent verbal communication and listening
Skilled in reasoning
Skilled in demonstrating compassion for others
Skilled in determining when a situation requires escalation