Introduction to Jacksonville Transportation Authority
The Jacksonville Transportation Authority (JTA) is a leading transportation provider in the region, committed to delivering safe, reliable, and efficient services to its customers. As a key player in the transportation industry, JTA is dedicated to fostering a culture of excellence, innovation, and customer satisfaction. If you are a motivated and customer-focused individual looking to join a dynamic team, we invite you to explore this exciting opportunity as a Customer Service Representative at our call center.
Job Overview
As a Customer Service Representative, you will play a vital role in providing exceptional service to our customers, responding to inquiries, and resolving issues in a professional and courteous manner. This is a full-time, in-office position that requires a strong work ethic, excellent communication skills, and the ability to work effectively in a fast-paced call center environment. If you are passionate about delivering outstanding customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.
Key Responsibilities
- Receive, research, respond to, and track high-volume inbound written and telephone citizen inquiries and complaints relating to JTA/JTM services
- Provide bus route information and other services to the public, ensuring accurate and up-to-date information is provided
- Interview citizens by phone to determine details of the inquiry or problem, using empathic listening techniques to resolve issues effectively
- Treat the public in a professional, courteous, and tactful manner at all times, maintaining a positive and respectful attitude
- Communicate with co-workers, management, and others in a courteous and professional manner, fostering a collaborative and supportive team environment
- Simultaneously communicate, research, gather, and enter all pertinent facts pertaining to issues and complaints into a database during the call, ensuring accurate and efficient data entry
- Interact with internal departments or divisions, as appropriate, to secure information and/or refer issues and complaints/concerns for a response, demonstrating a commitment to resolving customer issues
- Keep abreast of JTA/JTM departments/divisions operational procedures, practices, and office locations, staying up-to-date on company policies and procedures
- Advise departmental personnel, citizens, and others on status of cases pending, as appropriate, ensuring timely and effective communication
- Conform with company dress code policy, Customer Service Division Guidelines, all safety rules, and wear/uses all appropriate safety equipment, maintaining a safe and professional work environment
- Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing priorities and responsibilities
Essential Qualifications
To be considered for this role, you must have:
- A high school diploma or possession of an acceptable equivalency diploma
- One year of experience in a high-volume inbound, call center or customer service environment
- Demonstrated experience in using a personal computer
Preferred Qualifications
While not required, the following qualifications are preferred:
- An Associate's degree
- Previous experience in a transportation or customer service environment
- Familiarity with customer service standards and maintaining focus on customer needs
Knowledge, Skills, and Abilities
To succeed in this role, you must possess:
- Understanding of JTA/JTM departments and agencies' operational procedures, practices, and office locations
- Familiarity with customer service standards and maintaining focus on customer needs
- Proficient in using a multi-line telephone system
- Skilled in empathic listening techniques
- Capable of reading and applying maps, procedures, and regulations to work situations
- Ability to multitask and prioritize responsibilities effectively
- Ability to communicate effectively, orally, and in writing
- Ability to type and enter data accurately and efficiently
- Competent in handling confrontations constructively
- Capable of reading computer screens for extended periods
- Endurance for physical demands of prolonged sitting and typing
- Quick learner of bus routes and schedules
- Proficient in simultaneous communication, interpretation, and data entry
- Good judgment in decision-making in line with policies and procedures
- Skilled in conducting in-depth interviews with sound judgment and diplomacy
- Competent in collecting and analyzing data objectively
- Proficient in operating standard office equipment, including personal computers
- Committed to achieving individual goals that support Division objectives
- Ability to work in close quarters with others while maintaining confidentiality
Work Environment and Physical Demands
The Customer Service Representative works within a call center setting where the noise level is usually moderate. This role will be required to work nights, weekends, and/or holidays. Physical demands may include:
- Sitting and/or standing for prolonged periods
- Performing repetitive motion
Career Growth Opportunities and Learning Benefits
At JTA, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to training and development opportunities, including:
- Comprehensive training program to ensure you have the skills and knowledge necessary to succeed in your role
- Ongoing coaching and feedback to support your growth and development
- Opportunities for advancement within the company
- Professional development opportunities, including workshops and conferences
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- Attractive salary
- Comprehensive benefits package, including medical, dental, and vision coverage
- Retirement savings plan
- Paid time off and holidays
- Opportunities for professional growth and development
Conclusion
If you are a motivated and customer-focused individual looking to join a dynamic team, we encourage you to apply for this exciting opportunity as a Customer Service Representative at the Jacksonville Transportation Authority. With a commitment to delivering exceptional customer experiences and a passion for providing safe, reliable, and efficient services, you will thrive in this role. Apply now to take the first step in your career with JTA!
Apply Now Apply Now