STS Reservationist

City of Charlotte

1d • $24 - $25

About The Position

The STS Reservationist reports directly to Paratransit Customer Experience Administrator and works in a customer service call center. The agent assists customers with certified disabilities primarily over the phone and answers their service questions while also scheduling pickup and drop off trips via scheduling software. Duties include handling many inbound and outbound calls to and from customers, listening to customer needs or issues and providing helpful solutions to their problems. Call center hours of operation are from 8:00am – 5:00pm, 365 days and may change and/or vary based upon needs of the organization.

Requirements

• Effective communication skills.
• Ability to handle pressure while remaining calm.
• Speed and efficiency.
• Creative problem solving.
• Organizational ability.
• Ability to follow oral/written communications and scripts.
• Ability to work independently.
• Ability to treat customers with empathy while conducting communication in a tactful and courteous manner.
• Ability to provide customer service to a diverse customer base including individuals with disabilities and other eligible passengers in accordance with Americans with Disabilities Act (ADA) law requirements.
• Ability to explain information clearly and concisely with effective communication, via the telephone and interpersonal skills.
• Requires computer proficiency with the ability to learn new technology as required.
• Ability to work weekends, holidays, and during inclement weather.
• Additional hours may be required as business needs change.
• High School diploma/GED
• One year of customer service experience

Responsibilities

• Accurately and promptly schedule transportation reservations via computer and telephone in a fast-paced Call Center environment.
• Actively listening to customer concerns with a focus on solving problems.
• Process both inbound and outbound phone conversations with clients to make sure trips are scheduled quickly and accurately.
• Responsible for working as a team member with a diverse peer group, ability to foster relationships with other team members and be available to provide support to each other when necessary.
• Provide proactive customer service: address existing or potential issues before they become bigger problems.
• Ability to respond appropriately to a variety of customers with different issues and queries.
• Receive customer complaints and forward to appropriate personnel.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees