GRTC · 1 month ago
Customer Service Rep II
Richmond, VA, US
Full-time
Onsite
New Grad, Entry Level
$0/yr - $37K/yrGRTC is a community-integrated transit company based in Richmond, VA, seeking a Customer Service Representative II. The role involves providing information to customers through various channels, handling complaints, and assisting with administrative tasks while representing GRTC effectively on social media.
Transportation
Responsibilities
Provide schedule, route, fare and other general information to phone-in and chat/email customers
Ability to use Windows-based applications
Ability to work independently
Receive and document customer complaints and commendations through all media platforms (i.e., Facebook, Twitter, Web Customer Service email, Bus Tracker and GRTC.com)
Represent GRTC with proper communication through Social Media platforms
Knowledge of updating Social Media platforms
Assist with administrative tasks as needed, including filling in at the Front Desk when the front desk receptionist is on break, and processing Lost & Found duties as needed
Demonstrated Proficiency of all GRTC Fixed Route and Microtransit service lines
Knowledge of geography of service area, including landmarks and transfer points
Knowledge of route numbers and names; Headway reports; Fare structure for all service lines
Qualification
Required
High School Diploma/GED
Equivalent experience may be accepted in lieu of educational requirements
Proficiency in Microsoft applications, Twitter, Facebook
Ability to effectively communicate with customers
Ability to Exercise First Call Resolution skills and de-escalation techniques
Ability to independently resolve customer concerns
Ability to maintain confidentiality as required
Ability to work independently
Ability to learn a moderately complex urban mass transit routing and scheduling system
Ability to work effectively and efficiently in a Dispatch & call center environment
Must be able to sit for 7 hours a day
Must be able to talk on the phone for the same length of time
Must be able to operate a computer
Must be able to report to work in-person for all assigned hours
Must be able to communicate with English speaking customers, orally and in writing
Must be able to respond to customer complaints as required
Must be able to respond to email/chat/website inquiries
Preferred
Ability to speak Spanish is preferred, not required
Company
GRTC
The Greater Richmond Transit Company (GRTC) is an expanding mid-sized transit agency serving Virginia’s capital and the greater Richmond region.
Founded in 1860
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Sheryl Adams
Chief Executive Officer
John M. Zinzarella, CPA
Chief Financial & Administrative Officer
Company data provided by crunchbase