SSS IV - Customer Service Representative

County of Chester • Government Services Center - Westtown, PA

3d • Hybrid

About The Position

The Customer Service Representative (CSR) provides essential service information to current and prospective riders by utilizing the call center system, the Shared Ride Transportation Software System, and the customer comment/complaint database. The CSR logs information and resolves customer questions and concerns, ensuring high levels of customer service and professionalism. This role represents the Department and County positively through individual skills and effective teamwork.

Requirements

• High school degree or GED equivalent
• Minimum of two (2) years full-time experience in customer service or call centers
• Ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English language spoken by a wide variety of cultures.
• General knowledge of and experience with: Applicable federal, state, and local laws, rules, and regulations including ADA
• Customer service principles and practices
• Disabilities and related effects
• Basic call management systems and telecommunications equipment
• Neighboring transit agencies and services
• Intermediate Office Suite Skills, (Word, Excel, PowerPoint, and Explorer)
• Intermediate OutLook skills (Email and Calendar)
• Intermediate proficiency in using the internet, including Google Earth, and transportation software systems.
• Frequently required to sit and talk or hear.
• Occasionally, need to stand, walk, bend at the waist while working, and climb stairs.
• On rare occasions, need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.
• Close vision (clear vision at 20 inches or less)

Nice To Haves

• Prior experience with public transit or school bus transportation service is highly desirable.
• Three or more years of job-related experience, especially in the public sector.
• Bilingual abilities, with an emphasis on Spanish.
• General knowledge and understanding of County of Chester policies and procedures.

Responsibilities

• Respond to customer calls, assist with registering new clients, set up appropriate funding, and schedule trips.
• Provide information on trip scheduling, program eligibility, and handle general inquiries and complaints, aiming to resolve issues promptly and efficiently.
• Work within established guidelines, policies, and procedures as set by supervisors, the Customer Service Manager, and other Department managers.
• Perform other duties as required or assigned.
• Interface effectively with all levels of County management.
• Create a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction.
• As needed, ask questions to gain an understanding of customer needs.
• Maintain confidential information and handle confidential matters.
• Present self in a professional manner and interact positively with internal and external parties.
• Provide suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
• Maintain logs and records.
• Operate applicable office and transit equipment and related technology.
• Establish and maintain effective working relations with other transit employees and the public.
• Work under pressure, addressing significant problems and tasks that arise simultaneously and /or unexpectedly.
• Exchange or convey information and receive work direction.
• Work independently or as part of a team to achieve objectives.

Benefits

• Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

What This Job Offers

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