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Call Center Representative

Alesig Consulting

This is a Full-time position in Seattle, WA posted December 5, 2021.

The Customer Service Reservationist creates trip bookings for riders with disabilities on behalf of King County Metro Access, the ADA compliant transportation service for people with disabilities. They will be responsible for inbound and outbound customer contact relating to front line service to clients. Their duties will include learning about rider’s eligibility for service, standing rides, Lost and Found, fare policy, late cancellation policy, rider suspensions, site evaluations, and more. They will conduct rider surveys as requested and participate in rider training. They will provide excellent customer service and resolution with a focus on first call resolution whenever possible. This individual will have the ability to work independently and, in a team-oriented environment.
The call center is open seven days a week and customer calls are received from the hours of 8:00 AM to 5:00 PM. Individuals shall work report to work by 7:55 AM to ensure availability to take and receive customer calls. Some days may require flexibility to complete a customer call.

Basic Qualifications:

  • Ability to multi-task in a fast-paced environment
  • Strong customer service skills including professional customer focused etiquette in written and verbal communications
  • Ability to work independently and follow directions
  • Ability to adapt and remain flexible in a dynamic environment
  • Proficient in Microsoft Office applications
  • Able to sit for prolonged hours in a call center environment
  • Excellent communication and negotiation skills with the ability to promote teamwork and cooperation
  • Proficient in Microsoft Word, Excel and Outlook
Desired Skills:
  • Ability to navigate through all related software programs for research and analysis of reservations and rider history as needed.
  • Proficient in time management and multi-tasking skills to handle rotational assignments and tasks
  • Ability to learn and demonstrate efficiency in Dispatch and Scheduling applications, specifically, Trapeze