Brief Description of Work:
Under the supervision of the Customer Service Supervisor provides bus route information in a high volume, inbound call-center environment. Responds to telephone citizen inquiries and complaints relating to JTA/JTM services. Work schedule will include weekend hours and will vary during departmental hours of operation and emergency circumstances such as actual and anticipated natural and man-made disasters. Operates a multi-line telephone with headset and standard office equipment such as personal computer.
Current Shift Available: 10:30 AM - 7:30 PM Monday, Tuesday, Thursday and Friday; 8:00 AM - 5:00 PM Saturday
Essential Function(s)
- Receive, research, respond to and track high volume, inbound written and telephone citizen inquiries and complaints relating to JTA/JTM services.
- Provide bus route information and other services to the public.
- Interview citizens by phone to determine details of the inquiry or problem.
- Treats the public in a **professional, courteous, and tactful manner at all times.
- Communicate with co-workers, management, and others in a courteous and professional manner.
- Simultaneously communicate, research, gather, and enter all pertinent facts pertaining to issues and complaints into a database during the call.
- Interact with internal departments or divisions, as appropriate, to secure information and/or refer issues and complaints/concerns for a response.
- Keep abreast of JTA/JTM departments/divisions operational procedures, practices, and office locations.
- Read various documents such as maps while applying procedures and regulations to work situations.
- Advise departmental personnel, citizens, and others on status of cases pending, as appropriate.
- Conforms with company dress code policy, Customer Service Division Guidelines, all safety rules, and wears/uses all appropriate safety equipment.
- Performs other duties as assigned.
- Support JTA/JTM’s team concept and conducts business in an ethical manner.
Minimum Qualifications:
High school diploma or possession of an acceptable equivalency diploma and one-year of experience in a high-volume inbound, call center or customer service environment. Must have demonstrated experience in using a personal computer.
Preferred Qualifications:
Associate's degree
Knowledge, Skills and Abilities:
- Understanding of JTA/JTM departments and agencies' operational procedures, practices, and office locations.
- Familiarity with customer service standards and maintaining focus on customer needs.
- Proficient in using a multi-line telephone system.
- Skilled in empathic listening techniques.
- Capable of reading and applying maps, procedures, and regulations to work situations.
- Ability to multitask
- Ability to communicate effectively, orally, and in writing
- Ability to type
- Competent in handling confrontations constructively.
- Capable of reading computer screens for extended periods.
- Endurance for physical demands of prolonged sitting and typing.
- Quick learner of bus routes and schedules.
- Proficient in simultaneous communication, interpretation, and data entry.
- Good judgment in decision-making in line with policies and procedures.
- Skilled in conducting in-depth interviews with sound judgment and diplomacy.
- Competent in collecting and analyzing data objectively.
- Proficient in operating standard office equipment, including personal computers.
- Committed to achieving individual goals that support Division objectives.
- Ability to work in close quarters with others while maintaining confidentiality.
Work Environment/Physical Demands:
The Customer Service poisition is an essential position at the JTA. The Customer Service Representative works within a call center setting where the noise level is usually moderate. This role will be required to work nights, weekends, and/or holidays. Physical demands may include:
Sitting and/or standing for prolonged periods.
Performing repetitive motion.
