Experienced Customer Service Call Center Representative – Public Transit Service Support

Are you passionate about delivering exceptional customer service and making a positive impact in your community? Do you thrive in a fast-paced environment and enjoy helping people from diverse backgrounds? If so, we invite you to join the blithequark team as a Customer Service Call Center Representative. As a key member of our Customer Call Center team, you will play a vital role in providing reliable service to our customers, answering their questions, resolving their issues, and ensuring their overall satisfaction with our public transit services.About blithequarkblithequark is Arkansas' largest public transit agency, serving the Little Rock metropolitan area. We are committed to providing safe, reliable, and efficient transportation services to our community. Our team is dedicated to delivering exceptional customer service, and we are seeking a talented and enthusiastic Customer Service Call Center Representative to. Benefits of Working at blithequarkAs a Customer Service Call Center Representative at blithequark, you will enjoy a range of benefits, including:* Competitive pay: $17.50 - $19.00 per hour* Comprehensive benefits package, including:+ Dental, vision, and employer-paid health insurance+ Employer-paid disability and life insurance+ 457(b) deferred compensation retirement plan+ Paid vacation, paid holidays, and paid sick leave+ In-house training opportunities+ Transit passes for employees and eligible dependents+ Bi-weekly pay+ Direct deposit+ Credit union membership+ Referral bonus* Opportunities for career advancement and professional growth* A supportive and inclusive work environment* A chance to make a positive impact in your communityKey ResponsibilitiesAs a Customer Service Call Center Representative, you will be responsible for:* Answering inbound customer calls regarding all aspects of blithequark's public transit service in a friendly, knowledgeable, accurate, and timely manner* Accurately and quickly logging the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems* Correctly identifying the nature of a customer's need, trouble-shooting for the right solution for the situation, and demonstrating superior judgment to assist the customer, while maintaining agency policies and delivering consistent support to customers* Performing needed preliminary fact-finding for items that require investigation performed by another team member* Outlining and demonstrating when applicable, appropriate self-help resources for customers* Resolving each customer interaction with a discussion recap, noting any next steps, if applicable* Operating multiple software platforms to perform daily work (training is provided)* Ensuring canceled trips are communicated to the appropriate dispatch team (paratransit or microtransit) in a timely manner* Demonstrating respect for customer diversity, with an inclusive attitude and consistent, polite, and professional approach to all customer interactions* Proactively communicating common rider questions and concerns to the customer service manager* Engaging in all provided transit and customer service training, including de-escalation tacticsEssential QualificationsTo be successful in this role, you will need:* A high school diploma or GED equivalent and one year of work experience in customer service work involving the general public or any equivalent combination of related training and experience* Ability to quickly learn new software systems* Familiarity with how to trouble-shoot technology-related problems (specifically, help riders identify what type of smartphone they have, what their smartphone operating system is, and what versions of blithequark-related apps they have)* Strong communication and interpersonal skills* Ability to work in a fast-paced setting, process work rapidly, set priorities, and work under pressure, all while maintaining accuracy of work and completion of assigned tasks* Ability to interpret data, apply logic, and trouble-shoot* Ability to learn new and emerging technology quickly* Ability to meet deadlines while multi-tasking* Commitment to being a reliable, people-oriented, inclusive team player who embraces diversity and demonstrates a passion for providing excellent transit customer servicePreferred QualificationsWhile not required, the following qualifications are preferred:* Experience working in a call center or customer service environment* Knowledge of public transit services and operations* Familiarity with customer service software and technology* Ability to work a rotating on-call schedule to cover unexpected call center staffing shortagesWork Environment and CultureAs a Customer Service Call Center Representative at blithequark, you will work in a fast-paced, dynamic environment that requires flexibility, adaptability, and a strong commitment to customer service.Our team is dedicated to delivering exceptional service to our customers, and we are seeking a talented and enthusiastic individual to. If you are passionate about delivering exceptional customer service and making a positive impact in your community, we invite you to apply for this exciting opportunity. Please apply including your resume and a cover letter, to. We look forward to hearing from you! Equal Employment Opportunityblithequark is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.