Customer Service Call Representative (2)

Pace Bus; Arlington Heights (IL); On-site; USD 20,457 - 29,136; Part time

Job summary

Pace Bus is seeking a Customer Relations Call Representative in Arlington Heights, IL to handle English-speaking calls about paratransit and fixed route services. You will create incident reports, manage voicemails, and coordinate with Pace departments to resolve issues.

Requires a high school diploma and 1–3 years in customer service or a call center, with proficient MS Office skills and the ability to learn our CRM system. This is a part-time, on-site role with standard office environment.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in customer service or call center preferred.
• Strong computer skills including MS Office and ability to learn CRM software.

Responsibilities

• Provide professional, courteous customer service to all callers and facilitate timely resolution of complaints.
• Complete written and verbal complaint responses on behalf of Pace.
• Disseminate and follow up on customer complaints with appropriate Pace departments.
• Perform other duties as assigned or required.

Skills

Customer service

Call center experience

Time management

Communication skills

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM software

Computer literacy

Job description

Job Description:

Under the direction of the Supervisor of Customer Relations, the Customer Relations Call Representative is responsible for answering and handling all English-speaking customer calls pertaining to paratransit, and fixed route that come into Pace Customer Relations, creating incident reports, and retrieving and responding to voicemails. Key functions include:

1. Providing professional, courteous customer service in all communications with customers, and facilitating timely resolution of complaints.
2. Completing all written and verbal complaint responses on behalf of Pace.
3. Disseminating to and following up on customer complaints with appropriate Pace departments.
4. Performing other duties as assigned or required.

Qualifications

Education

Must have at minimum a high school diploma or equivalency.

Experience

1-3 years' experience in customer service or call center environment preferred, with a good work record.

Proficiencies

Must have proficient computer skills including a good working knowledge of Microsoft Office suite programs and the ability to learn the Customer Relations computer program.

Must demonstrate good verbal and written communication skills and good time management skills; must be able to follow directions.

Must demonstrate excellent interpersonal skills along with patience and a positive attitude; and must be both detailed and customer-service oriented.

Physical Requirements

This role requires sitting for extended periods, typing on a computer, and answering phone calls.

Working Conditions

This position is based on an office setting, with standard office equipment, including a computer, phone, and desk space.

This position is not eligible for a hybrid work schedule or remote work.

Salary

$18/hr

This is a part-time position.

BENEFITS SUMMARY