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Customer Support Agent (Bilingual Spanish/English)

Valley Metro

This is a Full-time position in Phoenix, AZ posted July 29, 2021.

Summary

This is the entry-level classification in the Customer Support Agent series. Initially under close supervision, incumbents learn and perform the more routine customer support agent tasks and duties while learning Valley Metro policies, procedures, transit service programs, and call-center systems. As experience is gained and proficiency demonstrated, the work will expand to include more varied duties and responsibilities.

The Customer Support Agent I shall contribute to team efforts and represents Agency core values in the performance of duties.

Minimum Qualifications & Requirements

MINIMUM QUALIFICATIONS & REQUIREMENTS:
Equivalent to graduation from high school AND One year of customer service or call center experience providing information, responding and resolving customer inquiries OR any combination of education and/or experience sufficient to successfully perform the essential duties as listed.

Bilingual skills (English/Spanish) – Additional Bilingual Pay

Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs.
Must be available to work various shifts, with various days off and variable work hours, including holidays.
Must successfully complete a 6-week call center training program.
Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
Must possess ability to demonstrate excellent communication skills.
Preference may be given to candidates with bi-lingual skills; additional bi-lingual pay.

Background Investigation:
Employment is contingent upon the results of a background check.

Examples of Duties / Knowledge & Skills

The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Provides assistance and general information to customers, answers high-volume phone inquiries in regards to transportation services, bus and light rail schedules, stop locations, detours, trip planning, fares and lost and found.

Operates computer terminal and other standard office equipment required to communicate and assist customers.

Reviews scheduling data to ensure trip selection is most efficient; utilizes street map directory, computer terminal, other transit information and other reference materials and makes general conclusions based upon established service area parameters.

Performs a variety of clerical tasks such as: responding to customer suggestions, requests and complaints; enters complaints into the customer contact system; responds to customer emails utilizing proper English grammar, spelling and functions; sort’s mail, performs record keeping activities.

Monitors location of buses and follows up on possible route detours or delays.

Responds to ADA, Paratransit, and Field Trip calls; creates eligibility customer files and creates customer complaint files.

Assists with customer service training support including mentoring and side-by-side training of team members; answers questions of less experienced staff regarding established operating procedures and guidelines.

Provides support as assigned to backup leads on VMS lookup.

Handles more complex/sensitive customer situations involving resolution and escalations; clarifies customer complaint; determines cause of the problem, selects and explains the best solution and alternatives.

Provides additional information and assistance to internal and external customers as required.

Contributes to team efforts and represents Agency core values in the performance of duties.

Performs other duties of similar nature and level as assigned.

Job Requirements:

  • KNOWLEDGE & SKILLS:
    Knowledge of:
    Call-Center Software (Cisco, Finesse, Encore, NICE and Trip Planning – ATIS & Alerts).
    Record keeping systems and the operation of office equipment, computers, and associated software.
    Standard agency policies, practices and procedures.
    Modern office principles and practices.
    Metropolitan area geography, streets and highways.
    Techniques for dealing effectively with co-workers and the public in person and over the phone.
    Correct business Spanish/English, including spelling, grammar and punctuation.
    ADA and other pertinent laws and regulations.
    Phone etiquette.

    Skills in:
    Strong Communication Skills.
    Using a variety of computer hardware and software in the course of the work.
    Providing customer service based on policies and procedures.
    Operating modern office equipment.
    Multi-tasking.
    Maintaining attention to detail and accuracy.
    Explaining and applying policies and procedures.
    Answering high-volume phone calls.
    Working independently.
    Communicating in order to interact with co-workers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.

    Physical Demands / Work Environment

    Positions in this class typically require: talking, hearing, and seeing. Valley Metro complies with ADA/EEOC requirements with respect to reasonable accommodation for people with disabilities.

    Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.