Posting Period: August 26, 2024 to August 28, 2024

As a Customer Care Representative, you will be responsible for applying effective strategies to de-escalate angry and upset clients. Must be able to diffuse tension and foster positive resolutions by using positive language, being an active listener and staying calm. Must be able to work in a fast-paced environment with the ability to maintain composure in stressful situations while providing exceptional customer service. You will play a critical role in providing analytical solutions, reconciling monies and processing weekly and monthly reports. You must be able to work independently and be a team player.

Accountability:

This position reports to the Business Service Supervisor and works collaboratively with all staff assigned to the District.

Responsibilities:

Process all customer complaints and compliments received via the phone, email, or online submissions accurately and send follow up email to appropriate staff.
Enter all complaints into Routematch database and send weekly Open Complaint Log to appropriate staff to ensure complains are resolved in a timely manner.
Reconcile the daily cash/vouchers and report accurate information to the Finance Department.
Perform verification of RouteMatch data including mileage adjustment.
Process customer cancellations taken on the phone and voice messages.
Reconcile Clelian ridership data and verify information for accuracy.
Follow up with customers that have no-showed their ride and verify if the return ride is needed.
Review the No-Show and Late Cancellation Report monthly to identify clients with excessive violations of No-Show and Late Cancellations policy.
Send warning and suspension letters to clients that are in violation of company policies after review of Business Service Supervisor, Associate Manager of Operations or designee.
Provide customers with the Estimate Time of Arrival (ETA) of their scheduled ride by reviewing the Automatic Vehicle Location (AVL).
Demonstrate knowledge, understanding and compliance with company client procedures and guidelines providing appropriate and accurate information.
Scheduling rides booked via the GNHTD Trip Connect App or taken via the phone, using the ADA Paratransit standardized procedure of rides within one hour before or after their desired departure time.
Participate in team meetings and trainings.
Reply/respond to all e-mails and telephone requests each day as required.
Must be able to communicate courteously and effectively both orally and in writing. Must maintain advanced computer skills, particularly utilizing google maps and MapQuest.
Assisting customers on the phone in a professional manner and rescheduling trips for clients that missed a previous trip. Assure compliance with all applicable federal, state and local rules and regulations and all applicable GNHTD policies and procedures.
Must maintain a respectful working relationship with all GNHTD employees and treat all employees, vendors, customers in a professional manner.
Perform other duties as assigned by the Business Systems Supervisor.

Qualifications:

Excellent ability to communicate effectively and professionally using the English language in a customer service setting, including verbal and written communication skills.
Ability to quickly assess current issues/emergency situations and formulate a response/resolution using analytical and problem-solving skills.
Minimum 1-2 years experience of Customer Service in a Call Center environment, at least 2-3 years is preferred
Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word).
Working knowledge of google maps and CT Transit bus schedules
Ability to work in a team environment.
Ability to communicate courteously and effectively both orally and in writing. Must understand and follow oral and written instructions.
Must have excellent attendance and be punctual when arriving to work.
To perform this job successfully an individual must be able to perform each essential duty satisfactorily.
Possess effective interpersonal skills.
Fluent in Spanish is a plus.
Perform all other duties as assigned and required based on business needs.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee of any kind, can be changed or eliminated at any time and does not alter the at-will status of all non-contractual employees.

GNHTD is an Affirmative Action/Equal Opportunity Employer. All applicants will be considered regardless of race, color, religion, national origin, age, marital or veteran status, disability, genetic or any other legally protected status. A pre-hire drug screening and background screening is required for this position. Subject to DOT Drug Testing. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule 1 drugs, including Marijuana, for any reason.