Customer Relations Specialist-New Haven - New London, United States - CTTRANSIT

Description

Salary: $ $28.00 Hourly

Location : CT 06517, CT

Job Type: Full-Time

Job Number: 00785

Department: Customer Service

Opening Date: 05/01/2024

Closing Date: 5/11/2024 11:59 PM Eastern

Job Description

Provides exceptional customer service and supports the efforts of advocacy by collecting concerns that contribute to a comprehensive data resource for future operational consideration and transit improvements. The Customer Relations Specialist follows standard operating procedures to process all customer service reports.

Examples of Duties

1. Evaluates all Customer Service Reports for investigations routing.
2. Assists the Customer Service Center with passenger relations.
3. Compiles data necessary to evaluate passenger and/or civilian concerns. (e.g. overcrowding, on-time performance, safety concerns, etc.)
4. Establishes an extensive line of communication with customers and/or civilians via telephone, email, in person, and/or written correspondence as well as interdepartmental.
5. Enter all data from Customer Service Reports into current internal software.
6. Conducts field assessments necessary for CSR investigations.
7. Assists in the research for service needs. (e.g. bus stops, signage, additional service, etc.)
8. Compiles monthly and year to date data from CSR's for CTtransit's monthly reports.
9. Trains back-up personnel to assist with Customer Service Report process.
10. Works as a team for the Customer Relations Department to process all divisions customer reports.
11. Assists Quality Control & Assurance Supervisor with monitoring tasks, reports and projects.
12. Conducts detailed special projects as assigned. Performs various clerical duties as assigned.
13. Has thorough working knowledge of Agency policies and procedures.
14. Attends in-service training, seminars or other opportunities for professional development as made available by the Agency. Provides training for Agency personnel as required. Actively participates in staff meetings, trainings, etc.
15. Work as directed by the Quality Control & Assurance Supervisor.
16. Work cooperatively with all levels of personnel.
17. Other duties and responsibilities as assigned.

Qualifications

1. Minimum possession of an Associate's degree with major course work in communications, customer service, or a closely related field and two (2) years of relevant work experience is required.
2. An equivalent combination of education and highly relative work experience on a year for year basis may be substituted for the 2-year degree requirement.
3. Working knowledge of modern business and office practices and procedures.
4. A valid drivers' license is required. Individual may be required to travel in the course of their daily work.
5. Proficient in software programs (Word, Excel, & Outlook), internet applications and utilization of all relevant office equipment. The ability to quickly learn internal software programs. Must be able to handle confidential information.
6. The ability to prioritize projects, interpersonal skills, tact and diplomacy. Ability to work both independently and in a team environment.
7. Demonstrate the capability to deliver high-level customer service to the public, exhibit proficiency in resolving concerns independently and the discernment to escalate issues to the relevant departments when required.
8. Possess the ability to understand and follow both general and complex oral and written instructions and make decisions requiring independent judgment including the setting of priorities for performing work.

How To Apply

Please visit our website at to complete the on-line application and attach a cover letter and resume.

Why work at CTtransit ?.......

CTtransit offers a highly competitive benefit package to all full-time eligible employees.

Competitive Wages

• Competitive Pay
• Paid Time Off (vacation, sick and holidays)
• 401k and Pension Retirement plans

Insurance

• Low cost no deductible medical, dental and vision including family
• Life Insurance
• Company paid Life Insurance and short term disability plans
• Voulntary Supplemental family, Accident Insurance an Additional Disability Plans

Other Benefits

• Flexible Spending Account
• Employee Assistance Program
• Tuition Reimbursement

Free public transportation for you and your spouse

For more information about benefits, contact Human Resources.

CTtransit is an Equal Opportunity /Affirmative Action Employer.

01

Do you have a comprehensive knowledge of the city / region?

• Yes
• No

02

Do you have experience in a position requiring excellent customer service skills?

• Yes
• No

03

Do you have experience in managing customer complaint and inquiry programs?

• Yes
• No

04

Do you have experience managing training programs for customer service personnel? If so, please explain.

Required Question