Customer Service Representative (CSR) - job 2 of 2

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com Purpose of Position:Assist Dispatchers by answering telephone calls; communicate with passengers by telephone regarding trip arrivals, late trips, No Shows and cancelations, and no or low fare collection in accordance with contractual obligations and company policies and procedures.Communicate clearly, professionally and in a timely manner with company employees.Represent the company to its customers and the public in a professional and courteous manner.The pay for this position is $21.85/Hour.Responsibilities:• Provides accurate responses to callers’ questions about schedules, trips and other information as available to the agent via the computerized scheduling system screen• Provide courteous customer service by reviewing driver and trip status and providing accurate information• Call passengers and inform them of upcoming late trips when known• Maintain radio communications with drivers; call customers who are reported as No Shows and advise drivers; document No Shows according to established procedures• Communicate with drivers regarding Low or No Fare payment and follow procedures to instruct driver and record information• Accurately record information in Trapeze and/or any other designated programs or procedures• Coordinate with Dispatch to communicate with passengers; coordinate driver information with Dispatch• Maintains records, logs, and schedules• Accurately prepares reports on all activities occurring during their shifts or as requested• Follows rules and regulations of the Company; follows instructions of management and supervisors• Adheres to all regulations related to the Americans with Disabilities Act (ADA)• Handles passengers’ personal property left on vehicles in accordance to Lost and Found procedures• Communicates with Dispatchers, Scheduling, Reservations, Operations to ensure service provision• Maintain confidentiality of passengers’ information• Perform trip editing and/or VDS editing if assignedOther duties as required.Qualifications:Education, Licensing, and Certifications:• High school diploma or equivalent, such as GED, required• Proof of typing certification required at time of interviewExperience:• One to two years of dispatch and/or customer service experience preferred• Typing, keyboarding and computer experience preferredSkills and Knowledge Required:• Ability to organize logical and efficient schedules and routes and adapt to changes• Ability to read, comprehend and understand a map• Ability to read, understand, and interpret transit system operating rules, regulations, policies, phases and routes• Ability to assist handicapped passengers when needed• Working knowledge and proficiency with Microsoft Word, Excel and PowerPoint programs• Strong written and oral communication skills• Clear speech and pleasant phone demeanor• Ability to use a multi-line phone system and handle multiple tasks concurrently• Ability to interact professionally with internal and external customers on all levels and be able to work well with diverse groups• Will be cross trained as Reservations for coverage purposesTravel requirement (as a percent): <5% for occasional meetingsPre-Employment Requirements:• Must submit to drug testing and a criminal background check• Must be able to maintain a DOT medical cardPhysical Requirements:• Must be able to work shifts or flexible work schedules as needed.• Majority of work is accomplished indoors and in air conditioned or well ventilated facilities• Majority of work is accomplished in an office or in a cubicle space equipped with a telephone and computer.• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.EEO belongs at the bottom:The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions upon request.EEO is the Law Poster:http://www1.eeoc.gov/employers/poster.cfmIf based in the United States, applicants must be eligible to work in the US without restrictions for any employer at any time and be able to pass a drug screen and background check.California applicants: Please Click Here for the CA Employee Privacy Policy.Job Category: Call Center / Dispatch / Reservationist / SchedulerReq ID: 3018Pay Group: MUHCost Center: 514The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.Drug-free workplaceIf based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.California applicants: Please Click Here for CA Employee Privacy Policy.