Call Center Customer Service Representative bei PATH (Portland Area Transit)

POSITION SUMMARY:

The Customer Service Center Representative will serve as the initial point of contact for PATH riders who require support, utilizing specific support procedures and troubleshooting tools. The main responsibility of this role is to resolve problems and issues of incoming phone calls and emails from PATH customers. The Customer Service Center Representative will also assist customers with setting up or editing their Customer Service Center account and/or PATH Contactless payment system (PCPS) web account management activities. Additionally, the Customer Service Center Representative will initiate claims for all rider reported issues, verify and follow-up to ensure a satisfactory resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provide customer support functions via telephone, email and other contact methods while maintaining a detailed log of each inquiry received and responses.

· Register reduced fare, employee, retiree, spouse, contractor, and full-fare cards, inputting data from various forms into the central database and (PCPS) website using a computer workstation, provided by PATH.

· Respond to cardholder claims of lost or malfunctioning cards, process card replacement requests and ensure all relevant information is updated in the central database.

· Research all cardholder claims from ticket vending machines. Upon confirmation or denial of requests, inform cardholders of appropriate action to be taken.

· Process and input all new and replacement web orders in accordance with procedures outlined in the training manual.

· Maintain excel spreadsheets as needed.

· Assist in the investigation of all incomplete/lost auto-load transactions, refund requests for service disruptions, multiple deductions and expired products providing detailed analysis for PATH Supervisor to determine resolution.

· Process product refunds by encoding product using the central database for adding or removing value to account. Perform monetary refunds for special circumstances via PATH website, according to refund matrix and established guidelines.

· Monitor all incomplete or missing transactions providing supporting details to Team Lead to determine resolution.

· Advise passengers of any PCPS technical issues and necessary actions.

EDUCATION AND WORK EXPERIENCE:

· Preferred: Minimum of 1 year of college (30 credit hours) Required: High School Diploma or higher equivalent.

· Minimum of two years of experience in a customer service capacity, high volume call center experience required.

· Prior financial services or banking experience preferred.

· Proficient in Microsoft Office Suite/ Intermediate Excel.

· Proficiency with computers, technology/software applications.

· Strong written, and verbal, interpersonal, and listening communication skills.

· Ability to work independently. Ability to remain calm; maintain correct professional posture in high pressured/ stressful customer facing situations.

· Communication and coordination with colleagues for collaborative team effort.

· Experience working with customer support.

· Provides accurate structure of product knowledge for a more informed and strategic customer purchase.

· Prior CRM experience is preferred, but not required.

· Shift schedules may vary and are subject to change based on customer service need.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this position description is intended to reflect the position's activities and requirements accurately, management reserves the right to modify, and or remove duties as necessary.