Customer Service Call Center Representative

**Customer Service Call Center Representative** North Little Rock, AR. Starting Pay $19.00 per hour Call Center Hours: 5:00am – 8:00pm Mon-Sat, 8:00am – 7:00pm Sun ***Employees must be able to work any of the listed shifts and be able to work a rotating on-call schedule to cover unexpected call center staffing shortages.*** Rock Region METRO (METRO) is Arkansas’ largest public transit agency and serves the Little Rock metropolitan area. Come build your career with us and help to provide reliable service to your community. We offer competitive pay and great benefits. **BENEFITS** - Company Advancement Opportunities - Dental, Vision, and Employer Paid Health Insurance - Employer Paid Disability & Life insurance - 457 (b) Deferred Compensation Retirement Plan - Paid Vacation, Paid Holidays & Paid Sick Leave - In-house Training Opportunities - Transit Passes for Employees & Eligible Dependents - Bi-weekly Pay - Direct Deposit - Credit Union Membership - Minority Lead Workforce - Fulfilling Work - Work-Life Balance **CUSTOMER SERVICE CALL CENTER REPRESENTATIVE JOB DESCRIPTION** The METRO customer service call center representative represents Rock Region METRO on frontline, inbound calls from the general public. The CS call center representative reports to and assists the customer service manager with assisting transit riders with trip-planning; discount fare applications; general service questions; scheduling paratransit and microtransit trips; troubleshooting problems tied to METRO’s bus- and streetcar-tracking smartphone app, fare payment smartphone app and microtransit ride-hailing smartphone app; and logging and investigating customer requests and concerns, as well as responding to non-rider transit inquiries or forwarding the inquiries to the appropriate METRO team member. This is a support position for persons interested in helping people from all walks of life successfully use the public transit system to meet their needs. The successful candidate will have an enthusiasm and aptitude for public service and genuine interest in public transit. The CS call center representative is part of an on-site (non-remote) Customer Call Center team, who reports to the customer service manager. **KEY SUCCESS FACTORS:** - Professional, knowledgeable and friendly representation of METRO - Timely answering of all incoming customer calls - Efficient use of time for individual support of team call flow goals - Thorough, accurate knowledge of all transit services and how to use the transit system - Successful, thorough resolution of customer problems - Accurate, timely records data-entry - Quality rider and community relationships built on excellent customer service - Drive to keep pace with established benchmarks and exceed personal best **ESSENTIAL FUNCTIONS:** - Learn how to trip-plan, match appropriate services for transportation needs and check for active service alerts; all aspects of public transit paratransit service requirements and Title VI processes; long-term transit planning service aspects as related to community requests; appropriate channels for escalating customer service concerns; fare products, pricing and formats; how to log and reconcile Lost and Found items; all Code of Conduct policies and all operations team responsibilities to be able to adequately explain transit system policies to customers and follow enforcement protocols. - Answer inbound customer calls regarding all aspects of Rock Region METRO’s public transit service in a friendly, knowledgeable, accurate and timely manner. - Accurately and quickly log the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems. - Correctly identify the nature of a customer’s need, trouble-shoot for the right solution for the situation and demonstrate superior judgement to assist the customer, while maintaining agency policies and delivering consistent support to customers. - Perform needed preliminary fact-finding…