Customer Service Representative

Knowledge and Experience

• High School Diploma or Equivalent
• Must have problem solving skills
• Must have at least 1 year Customer Service experience
• Transit or Logistics background is a plus
• Good people skills and prepared to handle upset customers
• Flexible availability to work nights and weekends as needed
• Computer literate with knowledge and experience in Microsoft Office Suite
• MS Word and Excel proficiency is required
• Must have problem solving skills
• Ability to manage difficult customers
• Bilingual is a plus

Core Competencies/Responsibilities

• Responds to customer inquiries and problems by providing timely and accurate information
• Refers comments, commendations and complaints to operations division supervisors
• Provides accurate, valid and complete information by using the right methods/tools
• Maintains documentation of customer inquiries and responses for future reference
• Follows communication procedures, guidelines and policies
• Solves customer complaints via phone, or email
• Serves as primary in-person reception for visitors
• Manages lost and found items, including procedures for disposal
• Works in conjunction with other departments to resolve customer issues
• Affords administrative tasks as time allows and commensurate with the level of the CSR
• Backups support to reservations and dispatch
• Complies with all requirements of the Road Traffic Safety Management System
• Complies with the rules, laws and regulations relating to road safety
• Reports any situation posing a risk to road safety to supervisor
• Promotes road safety when driving a vehicle
• Performs other duties as assigned

Physical Demands And Work Environment

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces
• Exposure to both extreme heat and cold
• Exposure to loud noises, fumes, and airborne particles

Additional Statements

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination.
• Keolis maintains a drug-free workplace.
• Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.

Safety commitment

• Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities.

Environmental commitment

• Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.

EEO statement

• Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law.

Additional Information

• If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com.
• Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.

Disclaimer and closing statement

• The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
• Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.