Customer Service Rep II

GRTC Transit System • Richmond, VA

10h • $0 - $37,440 • Onsite

About The Position

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters power 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

Requirements

• High School Diploma/GED
• Equivalent experience may be accepted in lieu of educational requirements.
• Proficiency in Microsoft applications, Twitter, Facebook.
• Ability to effectively communicate with customers.
• Ability to Exercise First Call Resolution skills and de-escalation techniques.
• Ability to independently resolve customer concerns.
• Ability to maintain confidentiality as required.
• Ability to work independently.
• Ability to learn a moderately complex urban mass transit routing and scheduling system.
• Ability to work effectively and efficiently in a Dispatch & call center environment.
• Must be able to sit for 7 hours a day.
• Must be able to talk on the phone for the same length of time.
• Must be able to operate a computer.
• Must be able to report to work in-person for all assigned hours.
• Must be able to communicate with English speaking customers, orally and in writing.
• Must be able to respond to customer complaints as required.
• Must be able to respond to email/chat/website inquiries.
• Proficiency will be gauged by the completion of two assessments: (1) assessment will determine level of proficiency regarding communication platforms (social media, email, website, app, etc.) (2) Determine proficiency in understanding and communicating information pertaining to fixed route service (including Clever) and microtransit.

Nice To Haves

• Ability to speak Spanish is preferred, not required.

Responsibilities

• Provide schedule, route, fare and other general information to phone-in and chat/email customers.
• Receive and document customer complaints and commendations through all media platforms (i.e., Facebook, Twitter, Web Customer Service email, Bus Tracker and GRTC.com).
• Represent GRTC with proper communication through Social Media platforms.
• Assist with administrative tasks as needed, including filling in at the Front Desk when the front desk receptionist is on break, and processing Lost & Found duties as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED