EZConnect Regional Call Center Agent

Responds to a high volume of telephone, electronic, and/or written inquiries regarding schedule information, transfer routes, fares, hours of service, and other pertinent information for all agencies participating in EZConnect, a regional one call center supporting multiple agencies. Document complaints, suggestions, and/or inquiries received by phone, e-mail, or online chat from customers or the general public concerning the services available in the region in the Customer Relationship Management (CRM) software. Ensure CRM information is accurate, complete, and up to date. Route incoming calls using a multi-line VoIP softphone phone system to appropriate department/personnel.

Essential Functions

• Converse with customers verbally and/or electronically (phone, email, social media, SMS,etc.) to determine destination, travel dates and times and accommodations required by answering incoming calls, retrieving emails, and responding to online chat messages from the EZConnect website/portal.
• Assist customers via phone, email, or chat with regional transportation information including but not limited to scheduling/changing/canceling trips, transit trip planning, detour information, hours of service, and fares.
• Provide fare and boarding information to customers as requested/needed.
• Document and confirm the accuracy of information submitted by the customer.
• Complete data entry of passenger file information for specific trip requests and negotiate requested time where necessary or appropriate including paratransit services and mobility-on-demand (MOD) services.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Utilize Customer Relationship Management (CRM) software knowledge base, Via Operations Center (VOC),
• Trapeze modules, on-time performance (OTP), headway data, detours, and other relevant sources to provide up to- date information to customers.
• Collaborate and interact with call center staff at outside agencies regarding entry of pertinent customer and incident data in the CRM system for resolution and tracking.
• Collaborate and exchange information with other Metro departments and partner agency personnel (including, but not limited to Risk, Maintenance, Dispatch, Operations, etc.) to assist in the prompt resolution of customer service issues.
• Document customer issues in CRM system (including but not limited to same-day cancellations, no-shows, etc.)
• Prioritize, escalate, and route urgent calls appropriately.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries
• Assist in the development of strategies to meet or exceed departmental, organizational, and regional performance goals and objectives.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Ability to work in compliance with Metro's safety and security policies
• Model exemplary internal and external customer service.
• Other duties as assigned.
  
  

Position Qualifications

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Clear, concise, and persuasive. Excellent grammar and punctuation. Demonstrate an ability to maintain a high level of quality customer service while responding promptly and effectively to customer concerns. Ability to work and grow in a fast-paced, high-volume call center environment.
• Customer Focus - Excellent problem-solving skills while providing outstanding customer service that exceeds customer expectations. Empathetic, understanding the importance of listening, accuracy, and clarity. Enthusiasm that will support growth while fostering trust and customer satisfaction.
• Employee Development - Multitasking, ability to navigate online resources, change course with troubleshooting and effectively communicate with callers. Accurately identifies and measures own skills and know when to ask for help in completion of tasks and projects. Open to feedback to support development.
• Regional Cross Training - Ability to service multiple transit agencies in a fast paced and technical CRM environment. Open to feedback to support performance.
• Leadership - Energetic, takes initiative on projects, committed to continuous improvement.
• Professional Integrity - Accountable, honest, fiscally responsible, with the ability to maximize resources.
  
  

Education

• High School Diploma required; Associate degree preferred.
  
  

Experience

• Minimum 2 years call center or related experience or 5 years frontline customer service experience.
  
  

Skills & Abilities

Computer Skills

• Working knowledge of computers, CRM software, VoIP soft phones, and willingness to learn new systems (examples: COM system, Trapeze, TransitMaster, EZFare, OTP); headway data sheets, Microsoft office, internet, intranet and Outlook.
  
  

Other Requirements

• Familiarity with transit services in southwest Ohio region including Butler County RTA, and TANK preferred.
• Excellent customer service skills.
• Excellent communication and interpersonal skills.
• Multi-line VoIP softphone phone experience.
• Microsoft Office and general office equipment experience, i.e., copier, scanner, fax, etc.
  
  

WORK ENVIRONMENT

• Office (call center) atmosphere.
  
  

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Equal Employment Opportunity Statement

Metro is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.