CSR-Call Center Representative

Capital District Transportation Authority-CDTA; West Albany (NY); On-site; USD 32,000 - 34,000; Full time

Job summary

CDTA in Albany, NY is hiring a CSR-Call Center Representative to answer incoming calls, provide information on services, fares, programs and paratransit reservations.

The role requires a high school diploma, at least one year in customer service, strong communication, multitasking, and proficiency with Word, Excel, Outlook and internet-based programs. Bilingual is a plus; shifts include Thu-Mon and Sat-Wed.

Qualifications

• High School Diploma or Equivalent.
• Minimum of one year experience in customer service; call center preferred.
• Familiar with Capital District and able to read and process information on a map.
• Multitask, navigate and use Word, Excel, Outlook and internet-based programs.
• Excellent communication with the ability to deescalate angry customers and assist individuals with disabilities and seniors.
• Bilingual highly desirable.
• Able to work Thursday-Monday 9:30 am - 6:00 pm or Saturday-Wednesday 10:00 am-6:30 pm.

Responsibilities

• Operate a multiline phone system to answer calls and provide information on CDTA services, fares, and programs.
• Provide excellent customer service with proper phone etiquette and closing statements.
• Comply with CDTA policies and the Call Center Operations Manual.
• Use trip planning and other software to provide accurate information.
• Record customer comments in the HASTUS database, including compliments and complaints.
• Process reservation requests and verify trip information before saving.
• Handle trip cancellations and transfer calls to appropriate departments.
• Maintain confidentiality and HIPAA compliance.

Skills

Customer service

Communication

De-escalation

Bilingual

Education

High School Diploma or Equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

CSR-Call Center Representative (Albany, NY)

CDTA is now accepting applications for a CSR-Call Center Representative. The CSR reports to the Call Center Manager and is responsible for answering all incoming phone calls that come through to the Call Center. This position will be responsible for answering all questions regarding CDTA services, products, and schedules, as well as accommodate individuals making paratransit reservations.

Duties and Responsibilities

• Operate a multiline phone system to answer all incoming phone calls and provide accurate information regarding all CDTA services, fares, and programs.
• Provide excellent customer services by using proper phone etiquette, and appropriate greeting and closing statements.
• Comply with operating policies and procedures as stated in the CDTA Handbook as well as the Call Center Operations Manual.
• Utilize trip planning and other available software to provide accurate information.
• Record all comments customers wish to file using the HASTUS Customer Comment database, this includes compliments and complaints.
• Receive reservation requests using multiple different software programs. Follow procedures for verifying trip information before saving record.
• Process all trip cancelations.
• Maintain confidentiality and abide by all HIPPA requirements pertaining to consumers information.
• Transfer calls to appropriate departments
• Other duties as assigned.

Requirements

• High School Diploma or Equivalent
• Exceptional customer service skills with a minimum of one year experience in a customer service role. Call center experience preferred.
• Must be familiar with the Capital District and be able to read and process information on a map.
• Ability to multitask, navigate, and successfully use Microsoft Office such as Word, Excel Outlook, many different types of specific software programs, as well as internet-based programs.
• Ability to learn and operate multiple computer software programs.
• Excellent communication with the ability to deescalate angry customers and work with individuals with disabilities and seniors.
• Bilingual highly desirable
• Must be able to work the following shifts:
  • Thursday-Monday 9:30 am - 6:00 pm
  • Saturday-Wednesday 10:00 am- 6:30 pm

Salary Range

Start at $23.16/hour

Top Rate at $24.38/hour

Benefits

• CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off.

Equal Employment Opportunity Statement

At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees with regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.