Call Center Representative 8072

City of Greensboro•Nc 27406, NC

9d•Onsite

About The Position

Connect Riders to Opportunity: Become an Access GSO Call Center Representative. Your voice can help someone get to work, a medical appointment, school, or the places that matter most. Join the Greensboro Transit Agency's Access GSO team and help provide reliable, respectful, and accessible transportation services to eligible riders with disabilities. Help Connect People to the Transportation They Depend On. The Greensboro Transit Agency's Access GSO program is seeking customer-focused and dependable Call Center Representatives to serve as a critical connection between eligible riders and the transportation services they rely on. Access GSO provides paratransit services for persons with disabilities. As a Call Center Representative, you will be one of the first points of contact for riders and their designees, helping them schedule trips and obtain important information about their transportation. This is more than answering phones. Your work directly supports independence, accessibility, and mobility. Whether a rider needs transportation for work, healthcare, an appointment, community activities, or another essential destination, your ability to listen carefully, respond accurately, and provide compassionate service can make a meaningful difference. If you thrive in a fast-paced environment, enjoy helping people, and have the patience and attention to detail necessary to manage multiple requests accurately, Access GSO wants you on our team. As an Access GSO Call Center Representative, you will provide front-line customer service and day-to-day support for trip reservation activities associated with Greensboro Transit Agency's Access GSO Paratransit Service. You will interact primarily with eligible riders or their designees by telephone and will be responsible for providing prompt, courteous, accurate, and efficient service.

Requirements

High School Diploma/GED with 1–3 years of experience in a customer service field.
Experience using Microsoft Office software, including Excel, Word, and Outlook.

Nice To Haves

2–5 years of customer service experience.
Experience working with people with disabilities.
Bilingual communication skills.

Responsibilities

Receiving incoming telephone requests from eligible Access GSO riders or their designees.
Assisting customers with next-day and advance trip reservations up to seven days in advance.
Using reservation-based scheduling software to accurately schedule and manage customer trips.
Responding to inquiries regarding scheduled trips and transportation arrangements.
Providing information regarding the status of vehicle arrivals.
Processing trip cancellations and other customer requests.
Applying operational knowledge, policies, procedures, and established guidelines when responding to customer needs.
Exercising appropriate judgment and making decisions within established City of Greensboro and Greensboro Transit Agency operating parameters.
Maintaining patience, professionalism, discretion, and courtesy in a fast-paced call center environment.
Identifying and resolving customer service issues when possible and appropriately escalating matters when necessary.
Maintaining a high level of attention to detail to minimize scheduling and data-entry errors.
Following written and oral instructions and applying information efficiently and effectively.
Managing multiple priorities while maintaining continuity, efficiency, and effectiveness.
Communicating clearly and respectfully with riders, designees, coworkers, and other GTA staff.