Customer Service Representative

Knowledge and Experience:

• High School Diploma or Equivalent
• Must have problem solving skills
• Must have at least 6 months of Customer Service experience
• Must have good people skills and be prepared to handle upset customers
• Flexible availability to work nights and weekends as needed
• Computer literate which includes knowledge and experience with Microsoft Office Suite
• MS Word and Excel Proficiency is required
• Must have problem solving skills
• Ability to manage difficult customers

Core Competencies/Responsibilities:

• Responds to customer inquiries and problems by providing timely and accurate information

• Refers comments, commendations and complaints to operations division supervisors
• Provide accurate, valid and complete information by using the right methods/tools
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Maintain documentation of customer inquiries and responses for future reference.
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via phone, or email
• Serves as primary in-person reception for visitors
• Manage lost and found items, including procedures for disposal
• Work in conjunction with other departments to resolve customer issues.
• Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR
• Backup support to reservations and dispatch

• Comply with all requirements of the Road Traffic Safety Management System
• Comply with the rules, laws and regulations relating to road safety
• Report any situation posing a risk to road safety to supervisor
• Promote road safety when driving a vehicle
• Other duties as assigned.

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

INDHP