At arenaflex, we're passionate about providing exceptional customer service and making a positive impact on our community. As a Customer Service Call Center Representative, you'll be the face of our organization, helping transit riders navigate our public transportation system with ease. If you're a people person with a passion for public service, we want to hear from you!
**About arenaflex**
arenaflex is a leading public transportation agency serving the Little Rock metropolitan area. We're committed to providing reliable, efficient, and safe transportation services to our community. Our team is dedicated to making a difference in the lives of our riders, and we're looking for like-minded individuals to join our team.
**Job Summary**
As a Customer Service Call Center Representative, you'll be responsible for providing exceptional customer service to our transit riders via phone, email, and in-person. You'll be the first point of contact for many of our customers, and your friendly, knowledgeable, and professional demeanor will make all the difference in their experience. You'll work closely with our customer service team to resolve customer complaints, answer questions, and provide information about our services.
**Key Responsibilities**
* Answer inbound customer calls regarding all aspects of arenaflex's public transit service in a friendly, knowledgeable, accurate, and timely manner.
* Accurately and quickly log the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems.
* Correctly identify the nature of a customer's need, trouble-shoot for the right solution for the situation, and demonstrate superior judgment to assist the customer, while maintaining agency policies and delivering consistent support to customers.
* Perform needed preliminary fact-finding for items that require investigation performed by another team member.
* Outline and demonstrate when applicable appropriate self-help resources for customers.
* Resolve each customer interaction with a discussion recap, noting any next steps, if applicable.
* Operate multiple software platforms to perform daily work (training is provided).
* Ensure canceled trips are communicated to the appropriate dispatch team (paratransit or microtransit) in a timely manner.
* Demonstrate respect for customer diversity, with an inclusive attitude and consistent, polite, and professional approach to all customer interactions.
* Proactively communicate common rider questions and concerns to the customer service manager.
* Engage in all provided transit and customer service training, including de-escalation tactics.
* Must be able to work a rotating on-call schedule to cover unexpected call center staffing shortages.
**Essential Qualifications**
* 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 arenaflex-related apps they have).
**Preferred Qualifications**
* Previous experience in a call center or customer service role.
* Knowledge of public transportation systems and services.
* Familiarity with customer service software and technology.
* 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 service.
**Competencies**
* 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 service.
**Benefits**
* Competitive salary ($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.
+ Minority lead workforce.
+ Fulfilling work.
+ Work-life balance.
**Work Environment**
* Remote work opportunities available.
* Flexible scheduling to accommodate your needs.
* Collaborative and supportive team environment.
* Opportunities for professional growth and development.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about public service, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination.