Customer Service Representative
for Unipart Group in Huntsville, AL USA
The Customer Service Representative acts as the primary point of contact for CTAs external and internal customers providing information, problem solving and advocating for mass transit consumers. Customer Service Representatives handle a high volume of calls via an inbound call center, delivering the highest service standards and customer resolution while promoting a positive image for the Authority.
Address customer concerns via inbound telephone calls including but not limited to fare media products, reduced fares, bus and rail service, travel information, CTA accessible services, account management and complaints resolution. Must disseminate CTA policy and procedures, maps, timetables and relevant customer information as requested.
Must develop general knowledge of department policies, CTA rule books, CTA standard operating procedures, maps, schedules, products and services, bulletins, and transit system usage.
Demonstrate basic computer skills and the ability to operate CTA databases to enter and retrieve customer feedback, and other types of communication equipment, to relay incoming, outgoing or interoffice calls.
Required to maintain call center/CTA business standards, quotas, productivity goals and participate in coaching sessions, training and testing to achieve goals and maintain current organizational knowledge.
Must maintain daily audit procedures and productivity reports to ensure performance requirements are met, track system access, account activity, service request entries, and other processes to ensure business trends are identified, and management is informed of operational issues.
Must maintain and ensure security and confidentiality of customer information, follow all audit standards, ethics policies and customer service guidelines.
Must be able to make routine arithmetical computations and tabulations accurately.
Apply organizational knowledge and problem solving techniques to route calls, and resolve customer inquiries and respond to issues in a timely manner.
Required to maintain desk manual for quick reference and information gathering and be familiar with CTAs web site and evolving business trends.
Make informed decisions pertaining to customer issues; establish priority for customer service matters according to urgency.
Research and respond to customer inquiries using a variety of CTA databases and verbal communication methods. Conducts follow-up research.
Perform related duties as assigned.
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