Overview

Overall Job Objective

The Customer Service Representative (CSR) is responsible for taking incoming calls from the general public to schedule trips and provide information in response to inquiries about routes and services.

Essential Job Functions

· Answer multi-line phone in an efficient manner

· Provide exceptional customer service when booking trips and answering questions regarding shared ride program or other services

· Communicate with others to convey information effectively.

· Confirms trip schedule with client/public passenger.

· Informs public and/or PwD passengers of the fare amount they will be required to pay for each one-way trip.

· Ensures that all clients (non-fare paying) have been authorized for service by their sponsoring agency prior to any trip scheduling.

· Ensures that all partial fare-paying passengers have appropriate eligibility documentation on file prior to trip scheduling. This would apply to all PwD and 65+ public passengers. No such restrictions on general public passengers who pay full fares.

· Works closely with Human Service Agencies, Dialysis Units, Senior Center Managers, etc. to schedule both Center and Non-Center trips as authorized by the appropriate agency.

· Accurately enter trip information into the ECOLANE system

· Accurately assign a sponsor or funding source for each trip

· Efficiently maintain schedule documentation

· Verify customer information while passenger is on the phone

· Understand and comply with BeST Transit policies and procedures.

· Positively interact and communicate with inter-department personnel

· Participation when necessary in Company training sessions at times outside of regular shift schedules.

· Must be able to accurately record hours of work on time cards/time reporting systems

· Performs other duties as assigned.

WORKING CONDITIONS

· Subject to frequent interruptions.

· Periodically works beyond normal work hours as duties may require.

PHYSICAL/MENTAL REQUIREMENTS

· Must be able to pick up at least 25 lbs.

QUALIFICATIONS

· The ability to read and understand mapping.

· Must be computer literate and proficient in typing.

· Must pass Pennsylvania Child Abuse Clearance & Background Clearance

· The ability to follow a schedule and complete reports

· Must be able to effectively communicate and follow oral/written instructions that are provided in English

CLEARANCES

  • Must not appear on Preclusion Lists as defined by “Pennsylvania’s Medical Assistance Bulletin 99-11-05 Provider Screening of Employees and Contractors for Exclusion from Participating in Federal Healthcare Programs.”

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

· Ability to communicate (verbally and written form) professionally and interact with individuals at all levels of the organization and with external contacts (including the general public).

· Ability to function independently with minimal supervision.

· Flexibility with regard to changing job priorities.

· Ability to perform multiple tasks and manage multiple responsibilities concurrently.

· Must maintain confidentiality in regard to sensitive material

· Must demonstrate ability to complete job duties in a timely manner, with reasonable accuracy and minimal re-work to correct errors.

In compliance with the Americans with Disabilities Act, the Employer will provide reasonable accommodations to qualified individuals with disabilities, and encourages both prospective employees and incumbents to discuss accommodations with the Employer.

Job Type: Full-time

Pay: From $14.63 per hour

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Experience level:

  • 1 year

Shift:

  • 8 hour shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Call center
  • In-person

Education:

  • High school or equivalent (Preferred)

Work Location: One location