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Customer Service Representative
SEPTA Hiring for Customer Service Agent I Job at Philadelphia, PA Full Time
Category: Clerical/ Secretarial
Facility: SEPTA Headquarters
City: Philadelphia
Date: May 5, 2022
Req ID: 2985
The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth largest transportation system in the United States, with a vast network of fixed route services including bus, subway/elevated, trackless trolley, light rail, and commuter rail serving a 2,200 square mile service region.
We are seeking candidates for the position of Customer Service Agent I (7301) – Customer Service Department in the Comm/Customer Experience & Advocacy department.
SEPTA currently requires all new employees to be fully vaccinated and provide proof of vaccination at their pre-employment medical appointment.
Open Date: 05/5/2022
Close Date: 05/12/2022
OVERALL DESCRIPTION
In this role the Customer Service Agent I performs Customer Service functions in the Contact Center with patrons and Authority personnel.
SPECIFIC RESPONSIBILITIES
- Responds to inquiries (via telephone, live chat, in person, or e-mail and electronic messaging platforms) from the public and Authority personnel. Provides information on use of various routes to arrive at specified locations, exchange privileges, locations of streets, churches, schools and colleges, public building, places of interest, fare routes, schedules, service delays, detours, and re-routings.
- Investigates and resolves customer inquiries for GPS location of delayed and missing buses, trolleys, and trains using desktop applications including the Control Center website, RSA data and the ATDS System. Prepares route analysis, when needed, to identify emerging trends for Operations.
- Receives requests for Authority literature and publications; takes name and address of caller; prepares envelope and lists requested items; prepares envelope for mailing.
- Receives inquiries pertaining to articles lost on Authority vehicles and property; attempts to locate reported lost items through the Supervisor.
- Relays information concerning service delays and accidents for CTD, STD, in response to inquiries from the public.
- Receives new and revised schedules; abstracts information for printing pocket schedules for distribution and to expedite giving of information to public.
- Revises when necessary general information to the public, such as transit and street guides, etc.
- Represents Customer Service Department at various special events, when requested, and provides customers with transit information.
- Maintains, distributes and organizes newly updated schedules to all agents.
- Performs other duties as assigned.
QUALIFICATIONS AND EXPERIENCE
- High school diploma or equivalent. Must have 2 years of Call/Contact Center (phone) related experience. Must have 3 years of Customer Service related experience. Must successfully complete Customer Service scenario, Math test, writing, and Data Entry test. Must successfully complete mapping and schedule reading test at time of interview. Must possess:
- Ability to read maps, schedules and other hard copy reference transit materials.
- Ability and willingness to deal with diverse group of employees and customers
- Excellent verbal communication skills and telephone protocol.
- Excellent writing skills, especially via electronic messaging platforms.
- Excellent customer-friendly disposition.
- Thorough knowledge of service routes and service area with exchange privileges and points.
- Thorough knowledge of fare collection and structure.
- Must possess ability to navigate Microsoft Windows including Explorer and desktop applications.
- Familiar with Authority rules and regulations and Department procedures.
EQUIPMENT USED:
- Personal Computer, telephone equipment
PHYSICAL:
- Prolonged sitting
WORKING CONDITIONS:
- Normal office environment. Subject to working at satellite offices. Subject to working evenings, weekends, and holidays.
SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Nearest Major Market: Philadelphia