Customer Service Representative - Durham, United States - RATP Dev USA

Description

GENERAL QUALIFICATION

Knowledge: General knowledge of transit operations, principles and practices desired. An understanding of Durham area and of the Go Durham routes, service policies, and fare structures would be a plus. Understanding of communication techniques, computer applications and customer service is essential. High school diploma or equivalency required.

Experience: Prior work in customer service environment preferred.

Skills: Must have well-refined verbal and written communications skills. Organization skills and self-directed work ethic are essential. Must be a strong communicator with effective listening skills. Proficiency with Microsoft Word and Excel programs is required.

Physical Demands/Work Environment: Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Vision, hearing, speech and manual dexterity are required. A valid North Carolina driver's license is necessary. Other normal office-related physical demands may be necessary.

Mental Demands: Must have the ability to listen, reason, think, concentrate and interact with others. The ability to exercise self-control and work under stressful conditions is necessary, particularly in employee relations situations.

Requirements

ESSENTIAL FUNCTIONS

• Assists in the resolution of sensitive, complex, or precedent-setting customer concerns and monitors actions and responses.
• Interact with customers to provide information in response to inquiries about services and to handle/resolve complaints.
• Provides on-the-job training for new employees
• Provides courteous, accurate and timely responses to requests for information and other duties.
• Explains agency regulations, programs and/or services.
• Notifies supervisor of repetitive problematic issues where a possible pattern may exist.
• Assists in obtaining needed information or services from other departmental units and transit partners.
• Verifies the identity of the requestor to ensure that information is provided to the authorized person.
• Processes and records customer information necessary to transact Company business.
• Maintain appropriated cash box with ability to reconcile deficiencies.