Regional Customer Service Manager manages a regional team of customer service representatives and ensures service levels are met or exceeded. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Regional Customer Service Manager monitors and measures service metrics. Develop standards, improvements, or changes to process. Additionally, Regional Customer Service Manager requires a bachelor's degree in a related area. Typically reports to a head of a unit/department. The Regional Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Regional Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Description
JOB DESCRIPTION
We are seeking a customer-focused, computer savvy, dependable Customer Service Representative (CSR) for our call center. This full-time position will assist customers by answering a multitude of inquiries as well as scheduling rides/trips for passengers.
Knowledge, Skills and Abilities, including, but not limited to:
•Demonstrates behaviors that are consistent with standards for professional and ethical conduct.
•Ability to pleasantly, effectively, accurately, and concisely provide a wide range of information to internal and external customers.
•Demonstrated ability to work in an office environment with other CSRs.
•Ensures that all calls are answered promptly.
•Ability to handle multiple priorities.
•Accurately enters ride/trip data, reservations, complaints, and other applicable data into appropriate software programs.
•Demonstrated ability to effectively communicate orally and in writing via telephones and other electronic means.
•Remains up to date on current policies, changes to policies/procedures, and other general information in an effort to provide correct information to passengers.
•May greet visitors at the front and/or handle in-person inquiries.
•Keeps the Mobility Manger updated on issues of concern.
•Other position-related duties as assigned.
Requirements
Minimum Qualifications:
•High School Diploma or equivalent required.
•At least 2 years of experience as a Customer Service Representative in a Call Center environment.
•Excellent verbal, written and interpersonal skills.
•Able to follow both written and verbal directions.
•Able to operate a computer, standard telephone system, and standard office equipment.
•Ability to provide appropriate business telephone etiquette
•Compliance with uniform/dress code: Business casual attire
You will exceed our expectations if you possess:
•Fluency in Spanish and/or French
Physical Requirements & Working Conditions:
Incumbent must be able to move about the office and between floors; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person and/or by telephone. This position requires the ability to sit and utilize a phone for prolonged hours.
Right to Revise:
This job description is not meant to be all-inclusive, and the company reserves the right to revise this job description as necessary without advance notice.
The duties and expectations herein are intended to describe the general nature and level of work being performed by employees. They are not to be construed, as an exhaustive list of responsibilities, duties, and skills required. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer without notice.
We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment.