Customer Support Representative - Dallas

Only for registered members Dallas, United States

4 days ago

Default job background
$28.32 - $31.47 (USD)
+ Under general supervision of the Supervisors in Customer Relations & Support investigates addresses and resolves escalated issues and complex customer concerns within DART's transportation system.+ Serves as a key liaison between customers and internal departments conducting thorough investigations coordinating comprehensive resolutions implementing strategic initiatives to enhance service quality and customer satisfaction.+ Manage incoming customer concerns by conducting thorough intake processes accurately documenting complaints requests suggestions commendations with proper grammar punctuation attention to detail.+ Demonstrate empathy active listening skills while coordinating with departments to ensure timely response follow-up on all customer matters.+ Network interface with various DART departments to research investigate customer concerns Gather comprehensive information from multiple sources build rapport with key contacts to facilitate thorough case resolution+ Conduct comprehensive investigations validate customer concerns identify root causes Analyze operational processes service delivery system performance When appropriate recommend courses action expedite customer resolution improve service delivery processes based on investigation findings feedback analysis Assists ongoing projects promote DART services enhance experience Maintain detailed project documentation progress reports Prepare reports regarding duties activities such weekly scheduled activities status Process mobile ticketing application Back Office account adjustments billing inquiries maintaining strict accuracy confidentiality standards Prepare reports duties activities resolution outcomes maintain records cases progress Maintain monitor operate communication equipment including phone systems headsets specialized technology Report equipment malfunctions promptly appropriate personnel ensure continuous service Utilize advanced transit management systems provide accurate real-time information customers Other duties assigned support department objectives satisfactions goals Minimum Knowledge Skills Abilities Required High school diploma equivalent additional education certification plus Four 4 years experience high-call volume center environment demonstrated proficiency handling escalated complaints complex issue resolution Proven track record de-escalation techniques conflict resolution Experience multi-channel platforms Phone email chat Advanced proficiency Microsoft Office suite related software applications Demonstrated expertise CRM database navigation Ability work variable shifts irregular hours nights weekends Excellent written communication skills demonstrated accuracy grammar punctuation documentation Exhibit unwavering commitment exceeding expectations proactive gathering solution-oriented thinking relationship building transforms complaints positive experiences Maintain established KPIs including satisfaction scores first-call resolution rates escalation timeframes Demonstrated accuracy integrity handling financial assets confidential material Demonstrate consistent adherence quality assurance standards call monitoring evaluations Demonstrate exceptional organizational ability prioritize urgent issues maximize investigation efficiency handle diverse responsibilities meeting critical deadlines Ability use time effectively efficiently values time concentrates efforts more important priorities gets done less time others Can attend broader range activities Must pass standardized skills assessment test Ability relate well people up down inside organization builds rapport constructs effective relationships uses diplomacy tact diffuses high-tension situations comfortably Works environment minimum exposure dust noise temperature May be moderately exposed unpleasant working conditions include dust noise temperature weather petroleum products chemicals visiting operating facilities observing policies procedures safety precautions regulations using protective clothing devices provided.
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