Customer Support Agent
Company: Valley Metro
Location: Phoenix
Posted on: August 8, 2022
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Job Description:
Valley Metro is offering a hiring bonus of $2,000.00 Upon
successfully completing a six-week training period, this position
will be eligible for remote work. Bilingual skills
(English/Spanish) - Eligible for Bilingual Pay. This is the
entry-level classification in the Customer Support Agent series.
Initially under close supervision, incumbents learn and perform the
more routine customer support agent tasks and duties while learning
Valley Metro policies, procedures, transit service programs, and
call-center systems. As experience is gained and proficiency
demonstrated, the work will expand to include more varied duties
and responsibilities. As a member of the Valley Metro's Operations
team, demonstrates the Agency's Core Values of Whatever It Takes,
Team Player and Positive Customer Care/Service in performance of
daily duties. MINIMUM QUALIFICATIONS & REQUIREMENTS MINIMUM
QUALIFICATIONS & REQUIREMENTS: Equivalent to graduation from high
school AND One year of customer service or call center experience
providing information, responding and resolving customer inquiries
OR any combination of education and/or experience sufficient to
successfully perform the essential duties as listed. Must be able
to actively listen while typing, converse with the customer, and
navigate multiple computer programs. Must be available to work
various shifts, with various days off and variable work hours,
including holidays. Must successfully complete a 6-week call center
training program. Must have dependable/reliable work habits,
including meeting attendance/tardiness guidelines. Must possess
ability to demonstrate excellent communication skills. Background
Investigation: Employment is contingent upon the results of a
background check. EXAMPLES OF DUTIES / KNOWLEDGE & SKILLS The
statements listed below describe the general nature and level of
work only. They are not an exhaustive list of all required
responsibilities, duties, and skills. Other duties may be added, or
this description amended at any time. Provides assistance and
general information to customers, answers high-volume phone
inquiries in regards to transportation services, bus and light rail
schedules, stop locations, detours, trip planning, fares and lost
and found. Operates computer terminal and other standard office
equipment required to communicate and assist customers. Reviews
scheduling data to ensure trip selection is most efficient;
utilizes street map directory, computer terminal, other transit
information and other reference materials and makes general
conclusions based upon established service area parameters.
Performs a variety of clerical tasks such as: responding to
customer suggestions, requests and complaints; enters complaints
into the customer contact system; responds to customer emails
utilizing proper English grammar, spelling and functions; sort's
mail, performs record keeping activities. Monitors location of
buses and follows up on possible route detours or delays. Responds
to ADA, Paratransit, and Field Trip calls; creates eligibility
customer files and creates customer complaint files. Assists with
customer service training support including mentoring and
side-by-side training of team members; answers questions of less
experienced staff regarding established operating procedures and
guidelines. Provides support as assigned to backup leads on VMS
lookup. Handles more complex/sensitive customer situations
involving resolution and escalations; clarifies customer complaint;
determines cause of the problem, selects and explains the best
solution and alternatives. Provides additional information and
assistance to internal and external customers as required.
Contributes to team efforts and represents Agency core values in
the performance of duties. Performs other duties of similar nature
and level as assigned. KNOWLEDGE & SKILLS: Knowledge of:
Call-Center Software (Cisco, Finesse, Encore, NICE and Trip
Planning - ATIS & Alerts). Record keeping systems and the operation
of office equipment, computers, and associated software. Standard
agency policies, practices and procedures. Modern office principles
and practices. Metropolitan area geography, streets and highways.
Techniques for dealing effectively with co-workers and the public
in person and over the phone. Correct business English, including
spelling, grammar and punctuation. ADA and other pertinent laws and
regulations. Phone etiquette. Skills in: Strong Communication
Skills. Using a variety of computer hardware and software in the
course of the work. Providing customer service based on policies
and procedures. Operating modern office equipment. Multi-tasking.
Maintaining attention to detail and accuracy. Explaining and
applying policies and procedures. Answering high-volume phone
calls. Working independently. Communicating in order to interact
with co-workers, supervisor, and the general public at a level
sufficient to exchange or convey information and to receive work
direction. PHYSICAL DEMANDS / WORK ENVIRONMENT Positions in this
class typically require talking, hearing, and seeing. Valley Metro
complies with ADA/EEOC requirements with respect to reasonable
accommodation for people with disabilities. Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible
amount of force frequently or constantly to lift, carry, push, pull
or otherwise move objects, including the human body. Sedentary work
involves sitting most of the time. Jobs are sedentary if walking
and standing are required only occasionally, and all other
sedentary criteria are met. Employment Type: Full Time Years
Experience: 1 - 3 years Salary: $16 - $24 Hourly Bonus/Commission:
No
Keywords: Valley Metro, Phoenix , Customer Support Agent, Sales , Phoenix, Arizona
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