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Busy transportation company is looking for a Customer Service Representative (CSR)-Lead is to interact with customers to address their concerns, answer their questions and assist them with their needs. CSR-lead is responsible for managing incoming calls and customer service inquiries, as well as identifying and assessing customer needs to achieve satisfaction. CSR-lead assist with training new staff as well as taking escalating calls.
This is an in-office position Mon - Fri from 8 am - 5:00 pm
Essential Duties
A CSRs responsibilities include:
· Demonstrate empathy and understanding for clients (children, seniors, individuals with disabilities or illness).
· Provides on phone customer service assistance including booking trips and answering basic informational questions.
· Answer phones (high volume) and route information to appropriate departments. Assist scheduling/confirming appointments.
· Using the gathered information to guide them to the right service, department or office using critical thinking skills. Document operations appropriately and follow company policies.
· Updates necessary client information at the time of interaction.
· Educates clients of transportation services and guideline requirements.
· Documents complaints/ compliments and routes to lead or supervisor.
· Responds to clients’ concerns, inquiries, and reports problems to supervisor or other departments such as Scheduling, Dispatching and Quality Assurance.
· Talks with providers family and / or care providers, medical personnel, and transportation vendors by
· obtain and document additional information when a customer reports a concern or complaint
· Assists with complaint investigation/resolution to include printing driver manifests, completed paperwork, and maintaining notes on conversations provided by driver.
· Looks for ways to streamline or improve the operation.
· Other duties may be assigned