Customer Service Call Center Representative

Customer Service Call Center Representative

North Little Rock, AR.

Starting Pay $17.50 – 19.00 per hour

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

Employees must be able to work any of the listed shifts and be able to work a rotating on-call schedule to cover unexpected call center staffing shortages.

Rock Region METRO (METRO) is Arkansas’ largest public transit agency and serves the Little Rock metropolitan area. Come build your career with us and help to provide reliable service to your community. We offer competitive pay and great benefits.

BENEFITS

• Company Advancement Opportunities
• 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
• Referral Bonus
• Minority Lead Workforce
• Fulfilling Work
• Work-Life Balance

CUSTOMER SERVICE CALL CENTER REPRESENTATIVE JOB DESCRIPTION

The METRO customer service call center representative represents Rock Region METRO on frontline, inbound calls from the general public. The CS call center representative reports to and assists the customer service manager with assisting transit riders with trip-planning; discount fare applications; general service questions; scheduling paratransit and microtransit trips; troubleshooting problems tied to METRO’s bus- and streetcar-tracking smartphone app, fare payment smartphone app and microtransit ride-hailing smartphone app; and logging and investigating customer requests and concerns, as well as responding to non-rider transit inquiries or forwarding the inquiries to the appropriate METRO team member. This is a support position for persons interested in helping people from all walks of life successfully use the public transit system to meet their needs. The successful candidate will have an enthusiasm and aptitude for public service and genuine interest in public transit. The CS call center representative is part of an on-site (non-remote) Customer Call Center team, who reports to the customer service manager.

KEY SUCCESS FACTORS:

• 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

ESSENTIAL FUNCTIONS:

• Learn how to trip-plan, match appropriate services for transportation needs and check for active service alerts; all aspects of public transit paratransit service requirements and Title VI processes; long-term transit planning service aspects as related to community requests; appropriate channels for escalating customer service concerns; fare products, pricing and formats; how to log and reconcile Lost and Found items; all Code of Conduct policies and all operations team responsibilities to be able to adequately explain transit system policies to customers and follow enforcement protocols.
• Answer inbound customer calls regarding all aspects of Rock Region METRO’s public transit service in a friendly, knowledgeable, accurate and timely manner.
• Accurately and quickly log the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems.
• Correctly identify the nature of a customer’s need, trouble-shoot for the right solution for the situation and demonstrate superior judgement to assist the customer, while maintaining agency policies and delivering consistent support to customers.
• Perform needed preliminary fact-finding for items that require investigation performed by another team member.
• Outline and demonstrate when applicable appropriate self-help resources for customers.
• Resolve each customer interaction with a discussion recap, noting any next steps, if applicable.
• Operate multiple software platforms to perform daily work. (Training is provided.)
• Ensure canceled trips are communicated to the appropriate dispatch team (paratransit or microtransit) in a timely manner.
• Demonstrate respect for customer diversity, with an inclusive attitude and consistent, polite and professional approach to all customer interactions.
• Proactively communicate common rider questions and concerns to the customer service manager.
• Engage in all provided transit and customer service training, including de-escalation tactics.
• Must be able to work a rotating on-call schedule to cover unexpected call center staffing shortages.

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
• Knowledge of basic computing skills and customer service software
• 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

COMPETENCIES:

• Ability to work in a fast-paced setting, process work rapidly, set priorities and work under pressure, all while maintaining accuracy of work and completion of assigned tasks
• Ability to interpret data, apply logic and trouble-shoot
• Ability to learn new and emerging technology quickly
• Ability to meet deadlines while multi-tasking
• Commitment to being a reliable, people-oriented, inclusive team player who embraces diversity and demonstrates a passion for providing excellent transit customer service

QUALIFICATIONS:

• High school diploma or GED equivalent and one year of work experience in customer service work involving the general public or any equivalent combination of related training and experience
• Ability to quickly learn new software systems.
• 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).

EMPLOYMENT STATEMENT:

METRO is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.

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