What are the responsibilities and job description for the Customer Service Representative position at Volanno?
Description
The Customer Service Representative provides high-quality, responsive support to customers, internal departments, and external agencies, ensuring the timely resolution of inquiries and concerns. This role serves as the first point of contact for customer interactions, delivering accurate information, empathetic assistance, and reliable follow-up to uphold service excellence standards.
Key responsibilities include answering and returning phone calls within established timeframes, typically by the next business day, and providing first-line response to customer complaints or service eligibility issues. The Customer Service Representative reviews, investigates, and closes cases in the COM system within five business days, ensuring thorough documentation and resolution.
Additionally, the role supports customers seeking accessibility and transportation information by providing clear guidance on MetroAccess services, policies, and procedures. This position requires strong communication, problem-solving, and customer relationship skills, with an ability to manage inquiries efficiently while maintaining professionalism and adherence to service quality expectations.
Requirements
Education/ Experience
High School Diploma or GED
One year of customer service experience
Company Profile
Volanno is a certified woman-owned small business headquartered in Washington, DC. As an IT solution provider, our services include custom software development, program management, and advanced data analytics. From scoping and defining to implementation and support, we are ready to support our clients’ needs at any stage of development in designing and building solutions that prepare them for the future.
It is the policy of Volanno to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Volanno will provide reasonable accommodations for qualified individuals with disabilities.