Position Summary:

The Inbound Call Center Customer Service Representative's primary responsibility is to answer inquiries from customers regarding our fare payment card. Questions will involve problems with the card, how to add products and funds to the card, and what to do about lost or stolen cards, among others. Multiple questions may be asked in the same telephone call. This position is in person and located in Center City Philadelphia, PA. Training is scheduled to begin on June 10.

Schedule:
Please do not apply if you cannot work the schedule listed below. CSRs are scheduled a total of five days per week.

Sunday 8:00am-4:30pm
Monday 6:00am-2:30pm
Tuesday 6:00am-2:30pm
Wednesday 6:00am-2:30pm
Friday 6:00am-2:30pm

Essential Duties & Responsibilities:

· Handle inquiries and assist customers with questions and/or concerns regarding the program (by telephone and email).
· Using available resources/systems research and provide accurate responses to customers.
· Manage and resolve customer complaints, issues and concerns.
· Provide customers with product and service information/instruction.
· Make notations in system.
· Update customer/account information.
· Route calls to correct place.
· Follow up customer calls when necessary.
· Document all call information according to standard operating procedures.

Required Skills:

· Excellent communication skills (verbal and written).
· Excellent listening skills.
· Ability to handle customers in professional and efficient manner.
· Ability to show empathy to customers and quickly resolve their issues/concerns.
· Ability to resolve issues to benefit both customer and company.
· Ability to fact-find, analyze and problem-solve and attention to detail.
· Customer service orientation.
· Sound judgment.
· Stress tolerance.
· Team player.
· Fast learner.
· Ability to multitask.

Experience/Education:

· Previous customer service experience in inbound call center environment (minimum 2 years).
· HS Diploma.
· BA/BS is plus.
· Knowledge of call center telephony and technology.
· Good data entry and typing skills.
· Understanding customer service/care.

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Evening shift

Work setting:

• Call center
• In-person
• Office

Application Question(s):

• Please provide a personal email address where we can reach you.

Experience:

• Customer Service: 2 years (Required)
• Call center: 2 years (Required)

Ability to Commute:

• Philadelphia, PA (Required)

Work Location: In person