Customer Service Representative I
Company: Disability Solutions
Location: Chicago
Posted on: October 27, 2024
Job Description:
DescriptionSALARY$23.199 - $35.687POSITION SUMMARYThe Customer
Service Representative acts as the primary point of contact for
CTA's external and internal customers providing information,
problem solving and advocating for mass transit consumers. Customer
Service Representatives handle a high volume of calls via an
inbound call center, delivering the highest service standards and
customer resolution while promoting a positive image for the
Authority.QualificationsPRIMARY RESPONSIBILITIES
- Address customer concerns via inbound telephone calls including
but not limited to fare media products, reduced fares, bus and rail
service, travel information, CTA accessible services, account
management and complaints resolution. Must disseminate CTA policy
and procedures, maps, timetables and relevant customer information
as requested.
- Must develop general knowledge of department policies, CTA rule
books, CTA standard operating procedures, maps, schedules, products
and services, bulletins, and transit system usage.
- Demonstrate basic computer skills and the ability to operate
CTA databases to enter and retrieve customer feedback, and other
types of communication equipment, to relay incoming, outgoing or
interoffice calls.
- Required to maintain call center/CTA business standards,
quotas, productivity goals and participate in coaching sessions,
training and testing to achieve goals and maintain current
organizational knowledge.
- Must maintain daily audit procedures and productivity reports
to ensure performance requirements are met, track system access,
account activity, service request entries, and other processes to
ensure business trends are identified, and management is informed
of operational issues.
- Must maintain and ensure security and confidentiality of
customer information, follow all audit standards, ethics policies
and customer service guidelines.
- Must be able to make routine arithmetical computations and
tabulations accurately.
- Apply organizational knowledge and problem solving techniques
to route calls, and resolve customer inquiries and respond to
issues in a timely manner.
- Required to maintain desk manual for quick reference and
information gathering and be familiar with CTA's web site and
evolving business trends.
- Make informed decisions pertaining to customer issues;
establish priority for customer service matters according to
urgency.
- Research and respond to customer inquiries using a variety of
CTA databases and verbal communication methods. Conducts follow-up
research. Thoroughly and accurately document customer concerns in
real time.
- Perform related duties as assigned.MANAGEMENT
RESPONSIBILITIESReporting to this position are the following
jobs:Job TitleNoneCHALLENGES
- Adherence to deadlines and fast turnaround times.
- Resolving customer inquiries in a timely
manner.EDUCATION/EXPERIENCE REQUIREMENTS
- High school diploma required, college preferred.
- Ability to speak, write and comprehend English and Spanish
proficiently in order to understand and address customer inquiries
preferred, and may be required.
- Must have a minimum 1-year previous Call Center
experience.
- Subject to background and credit investigations.
- Must be accurate in inputting customer information in CTA
databases.
- Must adhere to established productivity quotas and security
policies and procedures.
- Required to accurately type at 25 words per minute.PHYSICAL
REQUIREMENTS
- Continuous exposure to personal computers.KNOWLEDGE, SKILLS,
AND ABILITIES
- Must have good computer/data entry skills and ability to access
and utilize multiple word processing programs and
applications.
- Must possess good critical thinking skills and ability to
resolve problems in a timely manner.
- Required to have effective written and verbal communication
skills.
- Ability to interact with customers and various levels of
Authority personnel and maintain a suitable temperament, and the
highest level of service. WORKING CONDITIONS
- Must be able to work various shifts and respond to CTA
emergency situations on short notice.
- General office conditions, various work, lunch, and break
times.
- Adherence to CTA's confidentiality, ethics and privacy policies
and established department policies and procedures.
- Maintain workplace safety standards.
- Ability to remain seated for work shift.EQUIPMENT, TOOLS, AND
MATERIALS UTILIZED
- Computer, various maps, brochures, phone systems, training
manuals, CTA Standard Operating Procedures (SOP), standard office
equipment, Microsoft Office, various databases, fax machine,
photocopier.Additional DetailsEmployees and/or union members will
be given priority consideration in the hiring process, per the
applicable labor contracts.Rate to be determined by applicant's
entered service date and service date in union jurisdiction of this
classification.CTA IS AN EQUAL OPPORTUNITY EMPLOYER.No employee or
applicant for employment will be discriminated against because of
race, color, creed, religion, sex, marital status, national origin,
sexual orientation, ancestry, age, unfavorable military discharge,
disability or any other status protected by federal, state, or
local laws; except where a bona fide occupational qualification
exists We are committed to providing an inclusive environment for
our workforce and supporting the communities we serve. CTA will
make reasonable accommodations for the known disabilities of
otherwise qualified applicants for employment as well as its
employees, unless undue hardship would result. If you require an
accommodation in the application or hiring process, please contact
arc@transitchicago.com prior to the submission of your application
or upon notification of your actual test date. CTA will work with
you to determine if an accommodation can be provided.TO BE
CONSIDERED APPLICATIONS MUST BE COMPLETED IN THEIR ENTIRETY
INCLUDING:
- UPLOADED RESUME / WORK HISTORY
- QUALIFICATIONS
- JOB ASSESSMENT QUESTIONSINFORMATION PROVIDED MUST BE ACCURATE
AND TRUTHFUL. Failure to respond to correspondences during the
hiring process in a timely fashion may result in your application
being closed out for non-responsiveness. CTA
Benefitshttps://www.transitchicago.com/hrbenefits/
Keywords: Disability Solutions, Rockford , Customer Service Representative I, Sales , Chicago, Illinois
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