What are the responsibilities and job description for the Customer Service Representative position at Vix Technology?
We are hiring an individual who will serve as a first point of contact for riders of Valley Metro Transit services, providing exceptional service by addressing inquiries, resolving issues, and offering service and route information. We are a contractor with Valley Metro that has been assigned the task of providing customer service for the fare support of the Phoenix transit system. Currently, we have an opening for a bilingual English/Spanish speaker.
Duties and Responsibilities- Strong Communication Skills
- Answering customer calls promptly and professionally
- Listening attentively to customer concerns and questions
- Providing accurate information about products and services
- Resolving customer issues and complaints effectively
- Maintaining detailed customer records and tracking call information
- Following company policies and procedures for customer service
- Adhering to call quality standards and metrics
- Using a variety of computer hardware and software while performing work
- Providing customer service based on policies and procedures
- Maintaining attention to detail and accuracy
- Explaining and applying policies of Fare System
- Answering high-volume phone calls
- Working independently and with team members
- High School Diploma or G.E.D. plus one (1) year of customer service or call center experience providing information, responding and resolving customer inquiries, OR, any combination of education and/or experience sufficient to successfully perform the essential duties as listed may be considered.
- Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs simultaneously.
- Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
- Must possess the ability to demonstrate excellent communication skills.
- Bilingual English/Spanish (position is eligible for bi-lingual pay)
- Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation fare services
- Operates computer and other standard office equipment required to communicate and assist customers.
- Ability to troubleshoot passenger issues.
- Handles progressively more complex/sensitive customer situations involving resolution and escalations as proficiency is achieved; clarifies customer complaint; determines cause of the problem, selects and explains the best solution and alternatives.
- Provides additional information and assistance to internal and external customers as required.
- Call-Center Software (Salesforce)
- Record keeping systems and the operation of office equipment, computers, and associated software
- Techniques for dealing effectively with co-workers and the public in person and over the phone
- Correct business English, including spelling, grammar and punctuation
- Phone and email etiquette
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off to cover Vacation, Sick & Public Holidays
- Short Term & Long Term Disability
- Training & Development