Customer Service Associate

R&D Transportation Services, Inc.; Sacramento (CA); On-site; USD 28,929 - 31,684; Full time

Job summary

A transportation services company is seeking a Customer Service Representative in Sacramento, CA. This full-time role involves responding to participant inquiries via phone and handling high-volume calls. Candidates must have strong written and verbal communication skills in both English and Spanish, as well as experience in a high-volume call center environment. Proficiency in computer skills, particularly Microsoft Office applications, is essential for this position. The pay range is $21.00-$23.00 per hour.

Qualifications

• High school diploma required; some college is preferred.
• Two to four years of related experience in a high-volume call center.
• Ability to type a minimum of 45 WPM with 95% accuracy.

Responsibilities

• Respond to participant inquiries and concerns via phone.
• Notify participants of service schedules and provide updates.
• Document customer concerns and relay to the supervisor.

Skills

Written communication

Verbal communication

Organizational skills

Confidentiality

Computer skills

Typing proficiency

Bilingual (Spanish and English)

Education

High school diploma

Some college preferred

Two to four years related experience

Tools

Excel

Word

Access

Outlook

RingCentral Phone System

Job description

Job Title

Customer Service Representatives

Department

Customer Service

Location

Sacramento, CA

Reports To

Vice President

FLSA Status

Full-Time, Non-Exempt

Wage Scale

$21.00-$23.00

The Company

Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.

Position Summary

Responds to participant concerns, inquiries, and reports problems to supervisor(s) or other departments such as Scheduling and Quality Assurance, by performing the following duties:

Essential Duties and Responsibilities

• Talks with participants, family and/or care providers, Regional Center personnel, and transportation vendors by phone (high volume inbound and outbound calls) to notify of service schedules, provide late bus notifications, respond to concerns and questions, obtain additional information to process service change requests, obtain and document additional information when a customer reports a concern or complaint.
• Other duties may be assigned.

Knowledge, Skills & Abilities

• Written, verbal, and organizational skills.
• Confidentiality of all information is essential.
• Computer skills (familiar use with Excel, Word, Access and Outlook).
• Typing proficiency skills with a minimum 45 WPM and minimum 95% accuracy.
• Spanish language required, ability to effectively communicate in English and Spanish.
• Ability to write routine reports and correspondence.
• Ability to speak effectively with customers and coworkers.
• Ability to effectively present information and respond to questions from customers, participants, and vendors.
• Ability to deal with problems involving several variables in standardized situations.
• Knowledge of RingCentral Phone System.

Education and Experience

High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with the use of the Internet is required. Ability to read city maps required.

Language Skills

Ability to effectively communicate in English and Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co-workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate a computer, reach phone, lift files and boxes. The employee occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.