Part Time Csr-call Center Representative - Albany, United States - Capital District Transportation Authority

Description

• 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.

• 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 internetbased 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.
• Available to work weekends