Customer Service Representative - Bilingual
Description
Job Description
Position Title:Customer Service Representative (CSR) - Bilingual
Reports to:Call Center Manager
Status:Non-Exempt
Salary Range: $20.00 - $26.00 per hour
JOB SUMMARY: The bilingual CSR assists customers by providing information and trip planning assistance. Takes customer calls and schedules customer rides using a computerized scheduling system.
RESPONSIBILITIES:
- Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.
- Provide counseling, information, resources, and a high level of customer service.
- Answer customer calls and inputs all customer rides using a computerized scheduling system.
- Coordinate and assess eligibility for all programs.
- Data entry onto spreadsheets and in databases.
- Provides customer service with late vehicle service, verifying “no shows” and assisting riders with resolving service-related complaints.
- Monitors efficiencies of manifests to ensure that routes are logical and efficient based on customer needs.
- Provide information and referral services, trip planning, and technical assistance so that passengers can select the most appropriate option to make their trips.
- Other duties as required.
QUALIFICATIONS / REQUIREMENTS:
- High school diploma or equivalent, such as GED, required.
- Bilingual – English / Spanish required.
- Understand the full suite of Marin Access programs.
- Understand requirements of the ADA.
- Excellent written and oral communication skills; communicate effectively and clearly over the telephone in keeping a professional and pleasant tone.
- Utilize computer software, Microsoft Office, proficient computer skills.
- Basic mathematical skills.
- Must be able to pass a drug screen and background check.
- Travel requirement (as a percent): <5% for occasional meetings.
PHYSICAL REQUIREMENTS:
- 100% of work is accomplished indoors and in air conditioned or well ventilated facilities.
- Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
- The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
- Could perform physical activities such as movement / flexibility with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials.
About Transdev
Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com
Transdev is proud to offer:
* Attractive benefits package, including 401(k) with company contribution,
medical, dental and vision.
* Paid time off (sick and vacation).
medical, dental and vision.
* Paid time off (sick and vacation).
* Bilingual (English/Spanish) proficiency may qualify for a $1.50/hour wage premium.
EEO Statement:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.