Customer Service Representative
Chicago, IL, United States
Customer Service Representative
OVERVIEW:
The Customer Service Representative (CSR) handles incoming calls regarding
scheduling of paratransit eligibility services.
DUTIES:
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Answers customer calls and inputs all customer information using acomputerized scheduling system; enters new customer information or changes into the system
Receives customer complaints
Answers questions, and provides information about services
Resolves customer inquiries relating to transportation
Communicates resolution to customers
Clearly and accurately documents issues
Maintains a clean and well-organized work area
Represents Mobility Options in a professional manner to our service partners, and the community
Other duties as required/assigned
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or
ability required.
A high school diploma or equivalent, such as GED, required
One or more years of Customer Service experience preferred
Must be able to work shifts or flexible work schedules as needed
Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routes
Ability to communicate via telephone with clear speech and a pleasant phone
manner
Must possess excellent verbal communication skills
Ability to work as a member of a team
Must be computer literate and proficient in the use of Microsoft Office
Must be able to interact and communicate with diverse clients
Must be able to demonstrate poise, tactfulness, and diplomacy and have a high
level of interpersonal skills to handle sensitive and confidential situations
Must undergo a pre-employment drug test once offered a position
Must be willing to undergo a criminal and employment background check once offered a position
Travel requirement (as a percent): WORK ENVIRONMENT
The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Must be able to work shifts or flexible work schedules as needed.
85% of work is accomplished indoors and in air-conditioned or well-ventilated facilities.
Work is accomplished in an office or in a cubicle space equipped with a
telephone and computer.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
Employees may periodically need to travel locally.