Customer Service Representative I

Department

Customer Service

Position Summary

STARTING PAY: $18.51 PER HOUR

Rate to be determine by applicant’s entered service date and

service date in union jurisdiction of this classification.

The Customer Service Representative acts as the primary point of

contact for CTA’s external and internal customers providing

information, problem solving and advocating for mass transit

consumers. Customer Service Representatives handle a high volume

of calls via an inbound call center, delivering the highest

service standards and customer resolution while promoting a

positive image for the Authority.

Primary duties and Responsibilities

Address customer concerns via inbound telephone calls

including but not limited to fare media products, reduced fares, bus

and rail service, travel information, CTA accessible services,

account management and complaints resolution. Must disseminate CTA

policy and procedures, maps, timetables and relevant customer

information as requested.

Must develop general knowledge of

department policies, CTA rule books, CTA standard operating

procedures, maps, schedules, products and services, bulletins, and

transit system usage.

Demonstrate basic computer skills and the ability to operate CTA

databases to enter and retrieve customer feedback, and other types

of communication equipment, to relay incoming, outgoing or

interoffice calls.

Required to maintain call center/CTA business standards, quotas,

productivity goals and participate in coaching sessions, training

and testing to achieve goals and maintain current organizational

knowledge.

Must maintain daily audit procedures and productivity reports to

ensure performance requirements are met, track system access,

account activity, service request entries, and other processes to

ensure business trends are identified, and management is informed

of operational issues.

Must maintain and ensure security and confidentiality of customer

information, follow all audit standards, ethics policies and

customer service guidelines.

Must be able to make routine arithmetical computations and

tabulations accurately.

Apply organizational knowledge and problem solving techniques to

route calls, and resolve customer inquiries and respond to issues

in a timely manner.

Required to maintain desk manual for quick reference and

information gathering and be familiar with CTA?s web site and

evolving business trends.

Make informed decisions pertaining to customer issues; establish

priority for customer service matters according to urgency.

Research and respond to customer inquiries using a variety of CTA

databases and verbal communication methods. Conducts follow-up

research.

Perform related duties as assigned.

Qualifications

EDUCATION/EXPERIENCE REQUIREMENTS

High school diploma required, college preferred.

Must have a minimum 1 – 2 years previous Call Center or

Customer Service experience.

Subject to background and credit investigations.

Must be accurate in inputting customer information in CTA databases.

Must adhere to established productivity quotas and security

policies and procedures.

Required to accurately type at 25 words per minute.

PHYSICAL REQUIREMENTS

Continuous exposure to personal computers.

KNOWLEDGE, SKILLS, AND ABILITIES

Must have good computer/data entry skills and ability to access

and utilize multiple word processing programs and applications.

Must possess good critical thinking skills and ability to

resolve problems in a timely manner.

Required to have effective written and verbal communication

skills.

Ability to interact with customers and various levels of

Authority personnel and maintain a suitable temperament, and the

highest level of service.

Location and City

Chicago, IL

This is

a bargained for position and is not subject to CTA’s residency ordinance.

CTA

IS AN EQUAL OPPORTUNITY EMPLOYER

IT IS THE POLICY OF THE CHICAGO

TRANSIT AUTHORITY THAT NO EMPLOYEE OR APPLICANT FOR EMPLOYMENT

WILL BE DISCRIMINATED AGAINST BECAUSE OF RACE, COLOR, CREED,

RELIGION, SEX, MARITAL STATUS, NATIONAL ORIGIN, SEXUAL

ORIENTATION, ANCESTRY, AGE, UNFAVORABLE MILITARY DISCHARGE OR

DISABILITY. CTA WILL MAKE REASONABLE ACCOMMODATIONS FOR

THE KNOWN DISABILITIES OF OTHERWISE QUALIFIED APPLICANTS FOR

EMPLOYMENT AS WELL AS ITS EMPLOYEES, UNLESS UNDUE HARDSHIP WOULD

RESULT. IF YOU REQUIRE AN ACCOMMODATION IN THE APPLICATION OR

HIRING PROCESS, PLEASE CONTACT

ARC@TRANSITCHICAGO.COM

PRIOR TO THE SUBMISSION OF YOUR

APPLICATION OR UPON NOTIFICATION OF YOUR ACTUAL TEST DATE. CTA

WILL WORK WITH YOU TO DETERMINE IF AN ACCOMMODATION CAN BE PROVIDED.

Currency

USD

Amount of Travel

No Travel

Work At Home

No