Now Hiring - Régie Autonome des Transports Parisien - Call Center Customer Service Representative in Indianapolis, IN

Full description of the position

WILL TRAIN Call Center duties with candidates who possess excellent Customer Service skills, data entry, attention to detail, dependable and reliable.

To accept trip reservations from eligible passengers collecting all necessary data.

JOB PURPOSE:

Automated system in a manner to maximize efficiency and productivity while meeting contract requirements. Receives, research, and answers customer requests regarding accounts, rates, and services offered with the highest professionalism and courtesy. Follows-up on customer inquiries and research to assure satisfactory completion.

SUMMARY:

To accept trip reservations from eligible passengers collecting all necessary data and scheduling trips manually or using an automated system in a manner to maximize efficiency and productivity while meeting contract requirements. Receives, research, and answers customer inquiries and requests regarding accounts, rates, and services offered with the highest professionalism and courtesy. Follows-up on customer inquiries and research to assure satisfactory completion.

DESCRIPTION:

• 100% of trips scheduled – no trip denials (through negotiation)
• Scheduled and Actual On-Time Performance meets contract requirement.
• Productivity maximized and met contract requirement, on board time minimized and meets requirements.
• Work schedules assigned fairly and according to local policies, meet operator expectations (full-time versus part-time), maximize wage to revenue percentage and minimize overtime and non-revenue hours.
• Minimal scheduling related customer complaints
• Scheduling/Customer database accurate and up to date
• Telephone hold time minimized and within contract requirements.
• No scheduling related liquidated damages assessed.
• Drawers are reconciled daily.
• Procedures are done properly daily and meet the expectations of the outlines SOP’s.

ESSENTIALL DUTIES AND RESPONSIBILITIES:

• Answer passenger calls in a timely manner and minimize hold times.
• Collect all necessary trip information for the permissible time period including multiple reservations.
• Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.
• Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate.
• Schedule passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types.
• Reschedule trips when necessary, in the event of operator or vehicle shortages and in consideration of project work scheduling policies.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.
• 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 a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
• Communicate effectively with operations staff regarding scheduling or passenger issues.
• Maintain professional demeanor and appearance.
• Maintain attendance within policy.
• Manage multiple tasks accurately and effectively.
• Cash handling, credit card processing, pass sales.
• Handle both credit card machine and cash register
• Manage reports, call backs, customer complaints, and other duties as assigned.

JOB REQUIREMENTS

Education: High School Diploma or Equivalent

Experience: Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required, must be over the age of 21 and have a clean criminal background check.

Knowledge, Skills, &Abilities:

• Strong customer service skills,
• Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package,
• Knowledge of service area,
• Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.
• Able to use multi-line phone system and handle multiple tasks concurrently.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.

Job Type: Full-time

Pay: $16.99 - $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work Location: One location