Customer Services Representative

Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing vital service information to current and prospective clients by utilizing the call center system and customer comment / complaint database to log information and resolve customer questions and concerns. Individuals in this position will positively represent the Department and County by providing a high level of customer service and professionalism through the use of individual skills and effective teamwork.

Essential Duties

The essential duties include :

• Answers (and / or directs to appropriate staff members) customer calls to provide information regarding trip scheduling, program eligibility, and other general inquiries and complaints, with the objective of resolving situations in the minimum amount of time and at the lowest organizational level
• Works within guidelines, policies and procedures as established by supervisor, Customer Service Manager and / or other Department managers
• Performs other duties as may be required or assigned

Qualifications / Preferred Skills, Knowledge & Experience

Required Skills, Knowledge & Experience :

Education : This position requires a high school degree or GED equivalent, with a minimum of two (2) years full-time experience in customer service or call centers. Related experience may substitute for educational requirements on a year for year basis. Prior experience with public transit or school bus transportation service is highly desirable.

Knowledge and skills include the ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English language spoken by a wide variety of cultures.

Qualifications / Requirements :

Additional Information

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

Computer Skills Required :

To perform this job successfully, an individual should have, at minimum :

Physical Demands :

While performing the duties of this position, an individual is frequently required to sit, and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.

The specific vision requirements listed for this position are :

Work Environment :

Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and / or outdoors, which may necessitate dealing with excessive heat or cold and / or moderate to loud noise levels.

Certificates / Licenses / Clearances Required :

Does the position necessitate a criminal background check? ( must be job-related ) : Yes

This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years :