Customer Service Representative

Knowledge and Experience:

• High School Diploma or Equivalent
• Must have problem solving skills
• Must have at least 1 year Customer Service experience
• Transit or Logistics background a +plus
• Must have good people skills and be prepared to handle upset customers
• Flexible availability to work nights and weekends as needed
• Computer literate which includes knowledge and experience with Microsoft Office Suite
• MS Word and Excel Proficiency is required
• Must have problem solving skills
• Ability to manage difficult customers
• Bilingual a plus

Core Competencies/Responsibilities:

• Responds to customer inquiries and problems by providing timely and accurate information

• Refers comments, commendations and complaints to operations division supervisors
• Provide accurate, valid and complete information by using the right methods/tools
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Maintain documentation of customer inquiries and responses for future reference.
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via phone, or email
• Serves as primary in-person reception for visitors
• Manage lost and found items, including procedures for disposal
• Work in conjunction with other departments to resolve customer issues.
• Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR
• Backup support to reservations and dispatch

• Comply with all requirements of the Road Traffic Safety Management System
• Comply with the rules, laws and regulations relating to road safety
• Report any situation posing a risk to road safety to supervisor
• Promote road safety when driving a vehicle
• Other duties as assigned.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate. 
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact  KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

INDHP