Position: Customer Service Representative (CSR)/ Customer Experience Ambassador (CEA)

Purpose: The purpose of this communication is to describe the scope of work (SOW) associated with the role of Customer Service Representative as it relates to MyCIty Transportation ‘s support of Keolis Ft. Lauderdale (FLL)

Customer Service Representatives (CSR/CEA) will provide support to both internal (Keolis employees) and external customers (passengers). CSRs/CEAs will answer questions, coordinate lines (queuing of guests), enforce company policy and delivering a great customer experience that coincides with our organization’s values.

Essential Job Functions: THINK LIKE A PASSENGER

Create an emotional connection with our customers by:

• Speaking First and Last : Immediately greet guests with a smile and welcome them to FLL, thank them for riding with us and say goodbye to them
• Showing Patience and Listening : Any passengers who reach out to you are often confused and frustrated. Being listened to and handled with patience makes the difference in how they feel about their current frustrations even if you can’t make it better immediately. Be empathetic to their needs
• Be Attentive and Focused : Do not allow yourself to be distracted this includes no personal cell phones or electronic devices and no eating while on duty. By making eye contact this illustrates that the passengers are your priority and your focus on them makes them feel valued.
• Emotional intelligence : Being able to keep your emotions intact during stressful or demanding situations in order to overcome challenges and diffuse conflict. Customers rely on you to keep them informed and communicate effectively
• Clearly Communicate : The ability to communicate clearly when working with passengers at FLL is a key skill because miscommunications can result in disappointment and frustration. The best CSRs/CEAs know how to keep their communications with customers simple and leave nothing to doubt.
• Creativity and Resourcefulness : Solving the problem is good, but finding clever and fun ways to go the extra mile — and wanting to do so in the first place — is even better.
• Use positive language and tone : Language is a crucial part of persuasion, and people (especially travelers) create perceptions about you and FLL based on the language that you use and the tone in which you communicate

• Remain Calm : Don’t let customers “rock” your boat. You are the “rock” for many customers during times of frustration and uncertainty. Your demeanor will set the tone for the way customers react.
• Flexibility : Sometimes, FLL will throw you curveballs. In these situations, we need CSRs to think on their feet.

• Be sympathetic by showing empathy : Perhaps empathy — the ability to understand and share the feelings of another — is the most important part of a CSRs/CEAs job. You may not always be able to tell a customer what they want to hear, but relaying information with care and concern will make the difference in how they receive it.

Essential Knowledge and Skills:

• Personal:

1. Good customer service is about connection with others. Personalized interactions greatly improve customer service and let customers know that Keolis cares about them. This is an opportunity to build trust in the Keolis brand. As an ambassador you are the face of Keolis during every customer interaction.

• Competent:
  • You must have a strong knowledge of what we do, who we serve, and what role we play in regards to FLL. The more knowledge you have, the more competent you will become.
• Visible:
  • Passengers must be able to locate you easily if they need assistance. Therefore, be visible, be available, and always – always be attentive and ready to help. Make it easy for people to find and speak to you.
• Proactive:
  • Passengers need you to be proactive regarding services. Always be ready to relay information that will affect wait times. By speaking directly to passengers in queue and explaining the situation they will be thankful that you kept them informed

In addition to the prerequisites listed above, all CSRs/CEAs will be expected to perform the following tasks throughout their shifts:

• Thoroughly inspect each shuttle (when possible) to ensure all PPE materials are present and in working order
• Ensure timeliness of service by tracking and recording shuttle arrival times on electronic or paper format (provided by Keolis)
• Relay information regarding service needs, such as additional shuttles when necessary
• Performing visual inspections of shuttles to ensure shuttles have no visible damage
• Ensure their duty station is trash and litter free
• Maintain communication with Keolis MOD and / or dispatch to ensure the continuity of timely service
• Make announcements to passengers regarding proper mask wearing prior to boarding at all stops (when mandated)

Work Environment:

While performing the duties of this job, the employee may be exposed to outside weather conditions. The employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles. The employee is expected to be on their feet for long periods of time.