Full Time Customer Service Representative

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

Benefits offered by this job

Medical, dental and vision coverage

Pension plan

Life insurance coverage

Paid time off

Job summary

Capital District Transportation Authority (CDTA) is seeking a CSR-Call Center Representative to handle inbound calls, answer questions about services, fares, and schedules, and assist with paratransit reservations. The position requires strong customer service skills and familiarity with CDTA service areas.

The ideal candidate will be able to multitask, navigate various software, and maintain confidentiality.

Qualifications

• Minimum one year of experience in customer service; call center experience preferred.
• Ability to read and process information on a map.
• Excellent communication and de-escalation skills with diverse populations.
• Proficient with Microsoft Office (Word, Excel, Outlook) and internet-based programs.

Responsibilities

• Operate a multiline phone system to answer calls and provide CDTA service information.
• Deliver excellent customer service with proper phone etiquette and greetings.
• Follow CDTA policies and Call Center Operations Manual.
• Use planning software to provide accurate trip information.
• Record customer comments in the HASTUS system, including compliments and complaints.
• Receive and verify trip reservations across multiple software platforms; process cancellations.
• Maintain confidentiality and follow HIPAA requirements for consumer information.
• Transfer calls to appropriate departments as needed.

Skills

Customer service

Map reading

Multitasking

Microsoft Office

Education

High School Diploma or Equivalent

Tools

HASTUS

Job description

Description

CDTA is now accepting applications for CSR-Call Center Representatives. 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.

Description

CDTA is now accepting applications for CSR-Call Center Representatives. 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.

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