Inbound Call Center Customer Service Representative (Philadelphia)

Position Summary:

The Inbound Call Center Customer Service Representative's primary responsibility is to answer inquiries from customers regarding our fare payment card. Questions will involve problems with the card, how to add products and funds to the card, and what to do about lost or stolen cards, among others. Multiple questions may be asked in the same telephone call.

This is a part-time position with the opportunity to increase to full-time based on performance. We are always looking for great talent to join our team. We offer paid training and continuous coaching. 

Essential Duties & Responsibilities:

• Handle inquiries and assist customers with questions and/or concerns regarding the program (by telephone and email).
• Using available resources/systems research and provide accurate responses to customers.
• Manage and resolve customer complaints, issues and concerns.
• Provide customers with product and service information/instruction.
• Make notations in system.
• Update customer/account information.
• Route calls to correct place.
• Follow up customer calls when necessary.
• Document all call information according to standard operating procedures.

Required Skills:

• Excellent communication skills (verbal and written).
• Excellent listening skills.
• Ability to handle customers in professional and efficient manner.
• Ability to show empathy to customers and quickly resolve their issues/concerns.
• Ability to resolve issues to benefit both customer and company.
• Ability to fact-find, analyze and problem-solve and attention to detail.
• Customer service orientation.
• Sound judgment.
• Stress tolerance.
• Team player.
• Fast learner.
• Ability to multitask.

Experience/Education:

• Previous customer service experience in inbound customer service environment (minimum 2 years).
• HS Diploma.
• BA/BS is plus.
• Knowledge of call center telephony and technology.
• Good data entry and typing skills.
• Understanding customer service/care.