Customer Service Call Center Representative

Rock Region METRO•North Little Rock, AR

1d•$19•Onsite

About The Position

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.

Requirements

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).
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

Responsibilities

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.