Part Time Customer Service Representative

About the role

CDTA is accepting applications for a Part‑Time CSR‑Call Center Representative. The role reports to the Call Center Manager and involves answering all incoming phone calls, providing information on CDTA services, products, and schedules, and assisting individuals with paratransit reservations.

Responsibilities

• Operate a multiline phone system to answer incoming calls and provide accurate information on CDTA services, fares, and programs.
• Provide excellent customer service using proper phone etiquette, greetings, and closing statements.
• Comply with operating policies and procedures from the CDTA Handbook and Call Center Operations Manual.
• Utilize trip planning and other software to provide accurate information.
• Record customer comments (compliments and complaints) in the HASTUS Customer Comment database.
• Receive reservation requests via multiple software programs, verify trip information before saving.
• Process all trip cancellations.
• Maintain confidentiality and adhere to HIPAA requirements for consumer information.
• Transfer calls to appropriate departments.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent.
• Exceptional customer service skills with at least one year of experience in a customer service role; call center experience preferred.
• Familiarity with the Capital District and ability to read and process map information.
• Ability to multitask and use Microsoft Office (Word, Excel, Outlook) and various specific and internet‑based software programs.
• Ability to learn and operate multiple computer software programs.
• Excellent communication skills, including de‑escalating angry customers and working with individuals with disabilities and seniors.
• Bilingual ability highly desirable.
• Availability to work Monday through Friday, 12:00 pm – 5:00 pm.

Benefits

• Medical, dental, and vision coverage.
• Pension plan.
• Life insurance coverage.
• Paid time off.

Pay

Salary range: starts at $23.16/hour, top rate at $24.38/hour.