Customer Service Representative

Position: Customer Service Representative I
Description

SALARY
$24.43 - $38.34

POSITION SUMMARY

The 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.

Qualifications

PRIMARY 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 RESPONSIBILITIES

Reporting to this position are the following jobs:

Job Title

• None

CHALLENGES

• 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…