Customer Service Representative

Vix Technology•Tempe, AZ

About The Position

We are hiring an individual who will serve as a first point of contact for riders of Valley Metro Transit services, providing exceptional service by addressing inquiries, resolving issues, and offering service and route information. We are a contractor with Valley Metro that has been assigned the task of providing customer service for the fare support of the Phoenix transit system. Currently, we have an opening for a bilingual English/Spanish speaker. Duties and Responsibilities

Requirements

Strong Communication Skills
High School Diploma or G.E.D. plus one (1) year of customer service or call center experience providing information, responding and resolving customer inquiries, OR, any combination of education and/or experience sufficient to successfully perform the essential duties as listed may be considered.
Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs simultaneously.
Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
Must possess the ability to demonstrate excellent communication skills.

Nice To Haves

Bilingual English/Spanish (position is eligible for bi-lingual pay)
Knowledge of Call-Center Software (Salesforce)
Record keeping systems and the operation of office equipment, computers, and associated software
Techniques for dealing effectively with co-workers and the public in person and over the phone
Correct business English, including spelling, grammar and punctuation
Phone and email etiquette

Responsibilities

Answering customer calls promptly and professionally
Listening attentively to customer concerns and questions
Providing accurate information about products and services
Resolving customer issues and complaints effectively
Maintaining detailed customer records and tracking call information
Following company policies and procedures for customer service
Adhering to call quality standards and metrics
Using a variety of computer hardware and software while performing work
Providing customer service based on policies and procedures
Maintaining attention to detail and accuracy
Explaining and applying policies of Fare System
Answering high-volume phone calls
Working independently and with team members
Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation fare services
Operates computer and other standard office equipment required to communicate and assist customers.
Ability to troubleshoot passenger issues.
Handles progressively more complex/sensitive customer situations involving resolution and escalations as proficiency is achieved; clarifies customer complaint; determines cause of the problem, selects and explains the best solution and alternatives.
Provides additional information and assistance to internal and external customers as required.