SEPTA is the largest transit system in Pennsylvania and 6th largest in the nation operating a multi-modal Bus, Subway, Trolley, Trackless Trolley, Regional Rail, and Paratransit network serving a 2200 square mile region across Bucks, Chester, Delaware, Montgomery, and Philadelphia Counties and select destinations in New Jersey and the State of Delaware. With a workforce of some 9200 employees, SEPTA ranks among the largest employers in the Delaware Valley. Our dedicated team works to deliver consistent, reliable, and safe transportation services for the more than 334 million customers who ride each year.
At this time we are recruiting for an Customer Service Representative for our Customer Service & Advocacy Department.
Salary Range*: Minimum – $38,896 – $48,000
OVERALL RESPONSIBILITIES
To provide information to customers regarding transportation services related to the Americans with Disabilities Act (ADA), and the Shared Ride Program (SRP) by phone, fax, mail, email and in-person; to review and record customer complaints by phone, fax, mail, email and in person via a CRM (VERITAS) database.
SPECIFIC RESPONSIBILITIES
1. Receives and records CCT customer complaints, commendations, and suggestions (via all channels) from the public and Authority personnel in the VERITAS database from a desktop computer workstation.
2. Utilizes the VERITAS database to analyze and identify CCT Customer Service trends.
3. Provides information regarding ADA, SRP and accessible fixed route services via an Electronic Call Distribution (ECD) system, mail, fax, and email.
4. Records all ADA and SRP applications request in an access database for the CCT Eligibility Department’s mailing and review.
5. Creates, updates and/or maintains all database files, including but not limited to, the patron caller file; service inquiry file, eligibility challenge and patron no-shows file.
6. Relays information concerning service delays from CCT Operations to inquiries from the public.
7. Participates in off-site presentations, meetings and other special events requested by consumer groups, human service agencies, and advisory committees, as needed.
8. Performs other duties as assigned/required.
QUALIFICATIONS AND EXPERIENCE
- High School Diploma or equivalent required, and three (3) years of relevant experience working in a fast paced customer service call center, telemarketing, or related environment, interfacing with customers in-person and/or via the phone required.
- An equivalent combination of advanced education and experience (one year of post high school education equating to two years of experience) may be considered in lieu of the above listed requirements.
- Excellent oral and written communications and reading skills required. Public speaking experience preferred. Bi-lingual preferred (English & Spanish a plus). Must be available for occasional evening and weekend work. (Writing Sample will be required as part of the interview process.)
- Exemplary telephone experience and technique required. (Customer Service Assessment will be administered prior to the interview).
- Accurate, methodical, detail-oriented and able to work independently required. Must possess patience and empathy; have good organization skills; excellent powers of concentration; and, the ability to multi-task. Must possess excellent problem-solving skills.
- Proficient with personal computers with Microsoft Office applications experience along with three (3) years of data entry experience. (Data entry test will be administered prior to interview).
- Must pass Customer Service math test. (Math test will be administered prior to interview)
- Working knowledge of ride-sharing transportation programs preferred.
- Knowledge of basic regulatory provisions governing CCT’s ADA and Shared Ride services is preferred.
- Experience working with senior citizens and/or persons with disabilities preferred.
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