Customer Service Representative – Part Time

Support Services

Summary
Under general supervision of the Deputy Director of Operations and Support, the Customer Service Representative provides superior customer service and administrative support to customers, and internal staff by maintaining a positive attitude.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide superior customer service to customers in person or by operating the agency multi-line phone, routes calls and takes messages.
• Inform customers about routing, trip planning, scheduling, promotion and ticket information either in person, by phone, chat or via email.
• Fulfills requests for route maps and other information upon request.
• Receives customer inquiries, concerns, and complaints relating to service; records information and directs to appropriate personnel.
• Strong communication skills with the ability to understand the needs of low income, elderly and disabled people using empathy while maintaining sensitivity.
• Proven ability to be a self-starter as the main contact for customer complaints.
• Responsible for investigating, resolving and reporting all customer related complaints.
• Ability to work with a complaint process that requires several steps in the investigation phase.
• Coordinates with other staff members and vendors in order to resolve customer complaints.
• Acknowledge complaints in a timely manner; address complaints promptly and keep complainant informed throughout the process.
• Explain the complaint handling process and what the agency can and cannot do, the timeframe for investigating a complaint and when they might expect a response.
• Keep personal information about the complainant confidential as possible while investigating the complaint.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• An Associate’s degree in secretarial science and four years of relevant job experience or a high school diploma with six years of relevant experience.
• Experience using Microsoft Office Suite required.

Knowledge, Skills and Abilities

• Strong organizational skills
• Strong attention to detail required
• Knowledge of CARTA services
• Ability to work independently
• Ability to multitask
• High developed oral and written communication skills required
• Ability to follow instructions
• Excellent interpersonal skills required

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. They include sitting, and use of hands/ fingers.

Qualified applicants please send your resume:
Fax to:
(843) 529-0305

Email to:
andreak@bcdcog.com

Mail to:
BCD Council of Governments
Attention: Andrea Kozloski
5790 Casper Padgett Way
North Charleston, SC 29406

EOE