Customer Service Agent

PAY: $13.00 per hour plus up to $0.75 extra for shift differential depending on shift.

SHIFT: To be discussed during interview

GENERAL DESCRIPTION: Under general supervision of the Call Center Manager, Assistant Manager and Customer Service Supervisor; Agents will perform a variety of tasks including answering telephone calls and arranging shuttle/taxi/luxury transportation for guests, while maintaining the highest level of guest service.

TYPICAL DUTIES/RESPONSIBILITIES:

• Answer telephone calls from prospective and current guests in a courteous, professional manner and determine the guests’ requirements for transportation services.
• Confirm the appropriate pick-up/drop-off times, locations, number of people in the party, type of vehicle that is required, and if there are any special assistance needs.
• Accurately enter information provided by the customer into one of multiple computer software programs.
• Provide responses to questions from guest calls concerning the availability of transportation services and special needs requests.
• Assist guests with fare status information, including but not limited to estimated time of arrival, travel time, and price quotes.
• Transfer guests’ inquiries to appropriate team members or departments such as Customer Service Supervisor, Call Center Manager, or Operations Manager.
• Alleviate guest concerns and coordinate with the supervisor to determine a solution.
• Provide guest assistance with locating guests’ lost items.
• Interact and communicate with multiple departments to assist with all areas to provide the guest with the best experience.
• May also be required to perform other related duties as requested.

QUALIFICATION REQUIREMENTS:

Education: High School graduate, GED or equivalent preferred.

Experience: Some telephone, telecommunications or customer service experience preferred.

Preferred Skills: Good oral/written communication skills and basic typing/computer keyboard usage preferred.

SpecialRequirements: Must be a Non-Tobacco user. Must be able to remain calm, pleasant, and poised in high-pressure situations. Multitasking is a plus. Must be able to work flexible shifts including weekends and holidays or as business dictates.

ESSENTIAL CHARACTERISTICS FOR JOB EXCELLENCE:

• Must be able to communicate by telephone and in person in clear fluent English with outside business representatives, management, co-workers, clients, customers, visitors or other persons in a friendly, courteous and professional manner.
• Must be able to understand and perform addition, subtraction, multiplication, division, and percentages for calculating fares, mileages, etc.
• Must be able to access, input, and retrieve information from the computer dispatch system, mapping programs and any other service-related programs. Must be able to utilize a keyboard and 10-key calculator.