Metro Inc. · 1 month ago
Customer Care Center Agent
Cincinnati, OH
Full-time
Onsite
Entry, Mid Level
2+ years expMetro is a company focused on providing transportation services, and they are seeking a Customer Care Center Agent to respond to inquiries and assist customers with schedule and fare information. The role involves managing a high volume of communication through various channels and ensuring accurate documentation of customer interactions.
GroceryRetail
Responsibilities
Responds to a high volume of telephone, electronic and written inquiries regarding schedule information, transfer routes, fare information, etc
Respond to complaints, suggestions, and/or inquiries received by phone, mail, social media, or e-mail from customers or the general public concerning the company's services
Assure COM, the customer service documentation software, is accurate and up-to-date
Draft and/or document communication to the customer and/or general public
Route incoming calls using a multi-line phone system to appropriate department/personnel
Converse with customers verbally and/or electronically to determine destination, travel dates and times and accommodations required by answering incoming calls and retrieving emails from the company's website
Assist riders with routing information via phone or mailing printed materials regarding various schedules and routes, including but not limited to, Access, regular, school, snow and holiday service
Send out schedules as requested/necessary
Provide fare and boarding information to customers as requested/needed
Process incoming/outgoing mail to customers (for example mail out schedules, application requests, etc.)
Document and confirm the accuracy of information submitted by the customer
Complete data entry of passenger file information for specific trip requests and negotiate requested time where necessary or appropriate
Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
Utilize Trapeze modules, OTP,headway data, dispatcher detours and other relevant documentation to
Type all communication data into the Customer Service modules/system for resolution and tracking
Collaborate and exchange information with Metro personnel (including, but not limited to Risk, Maintenance, Dispatch, Operations, etc.) to assist in the prompt resolution of customer service issues
Communicate Access passenger issues to the appropriate Metro personnel (including but not limited to same-day cancellations, no-shows, etc.)
Prioritize and escalate urgent calls appropriately
Conduct callbacks at customer request concerning resolution of customer report
Prepare written follow-up response, via correspondence and/or email at customer request
Contact passengers or respond to reports of items lost or found on a coach
Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries
Maintain and update information on service routes in information binders on a daily basis
Assist in the development of strategies to meet or exceed organizational and department performance goals and objectives
Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran
Ability to work in compliance with Metro's safety and security policies
Model exemplary internal and external customer service
Other duties as assigned
Qualification
Required
High School Graduate necessary
Two to four years related experience
Working knowledge of computers and willingness to learn new systems (COM system, Trapeze, TransitMaster, eFare, OTP); headway data sheets, word processing, spreadsheets, internet, and e-mail
Familiarity with Metro's fixed routes
Excellent customer service skills
Excellent communication skills
Multi-line phone experience
General office equipment experience, i.e. copier, fax, postage meter machine, etc
Excellent verbal, writing and non-verbal skills. Clear, concise, and persuasive. Excellent grammar and punctuation
Excellent problem-solving skills and a desire to exceed customer expectations
Accurately identifies and measures own skills and know when to ask for help in completion of tasks and projects
Energetic, takes initiative on projects, committed to continuous improvement
Accountable, honest, fiscally responsible, with the ability to maximize resources
Ability to work in compliance with Metro's safety and security policies
Model exemplary internal and external customer service
Preferred
Associate's Degree preferred
Company
Metro Inc.
With annual sales of more than $21 billion, METRO Inc.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$813.84M2024-11-25Post Ipo Debt· $354.88M
2023-01-30Post Ipo Debt· $224.12M
2021-11-30Post Ipo Debt· $234.84M
Recent News
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