Customer Service Representative

Location

Hamilton, OH | United States

Job description

Enjoy working with people?

Is Customer Service your middle name?

The Customer Service Representative (CSR) is responsible for client scheduling and associated recordkeeping duties. The CSR will handle all incoming telephone communication including handling client inquiries including scheduling trips.  Additional functions may include operational reporting.   

ESSENTIAL JOB FUNCTIONS:

• Efficiently takes customer calls for information on transit services and schedules requested trip reservations during operating hours. 
• Enters accurate trip data. 
• Familiarized with pricing of trips and areas covered by BCRTA services.
• Manages communication of changes, additions, cancellations during service and will be required to learn the scheduling and call center processes.  
• Advises clients on standard operating procedures.
• Operates data terminals for input and management of information pertaining to daily public transit operations and general services in a quick and efficient manner.
• Track and maintain accurate, statistical operating data.
• Understands the importance of contracts and subcontracting trips to other providers.
• Manages daily route schedules for maximum efficiency, adjusts as necessary.
• Coordinates with other Dispatch team members and management to provide consistent messages to internal and external clients.  
• Prioritizes incoming communications and responses to provide superior customer service.
• Effectively intakes customer complaints, enters I-Reporter reports, and forwards to appropriate coordinator or manager. 
• Maintains composure and acts thoughtfully under pressure.
• Promotes a positive public image of BCRTA and exceeds customer expectations.
• Reports time off and any dispatch issues to the Director of Operations. 
• Performs assignments as directed by management.

This description should not be construed to contain every function/responsibility that may be required to be performed by an employee in this job.  Employees are required to perform other related functions as assigned.

Physical & Visual Activities:

Constant period of hearing, near and far acuity, depth perception, color vision.
Frequent periods of speaking and sitting.
Occasional periods of standing, squatting, walking, kneeling, reaching, and twisting.

ENVIRONMENTAL/ATMOSPHERIC CONDITIONS:

Usual office environment.

JOB QUALIFICATION REQUIREMENTS:

Skills and Abilities:

1. Ability to negotiate, train and persuade.
2. Ability to read and interpret documents and instruments.
3. Ability to analyze problems and recommend corrective courses of action.
4. Ability to multitask in a quick-paced environment without forgetting details
5. Well-developed oral and written communication ability.
6. Demonstrates excellent command of the English language.
7. Work under frequent periods of stress.
8. Performs as an effective team player.
9. Ability to perform simple math.  
10. Familiarity with Microsoft Office Applications.

Experience:

•One-year experience in a customer service environment.  Call Center experience preferred but not required.

Education:

• High School diploma required.  

About Butler County RTA

BCRTA is a political subdivision of the State of Ohio organized as a Regional Transit Authority under Ohio code. BCRTA acts as the designated recipient for Federal Transit Funds and provides public transportation services within and around Butler County, Ohio including Hamilton, Middletown, Fairfield, West Chester, Oxford, and Miami University. The BCRTA employs or directs around 120 transit employees and manages an annual budget over $7M. BCRTA is governed by a nine-member Board of Trustees.

BCRTA is a public transit agency dedicated to support Butler County’s quality of life and economic development through public transportation solutions.

Our employees enjoy a work culture that promotes inclusion, diversity, cooperation, problem-solving, teamwork, independence and ingenuity.

BCRTA benefits now include medical, dental, vision, life insurance and short-term disability coverage in addition to generous paid time off, 14% retirement match in the Ohio Public Employees Retirement System (OPERS), opportunities for advancement, and professional development.  

*Hiring is through our main office in Hamilton, Ohio. 

Applications are public records and will only be reviewed once for each position. Applicants must submit a separate application for each position of interest. BCRTA applications do not represent a contract of employment.

"BCRTA states as its policy a commitment to provide equal opportunity to all persons in matters affecting all employment processes (including but not limited to recruitment or recruitment advertising, hiring, upgrading, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay, or other forms of compensation) without regard to a person’s race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, or veterans status.

Further, BCRTA is committed to complying with Title I of the Americans with Disabilities Act and prohibits discrimination on the basis of disability. BCRTA will make accommodations that are reasonable and not unduly burdensome to enable qualified disabled applicants and employees to participate in the employment process and perform essential job functions. "

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