Paratransit Reservations Call Center CSR (Albany)

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

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.