The posting
As a frontline representative for Chatham Area Transit Authority (CAT), the Transit Customer Advocate is an enthusiastic, friendly customer service representative, who will provide a positive experience with every guest/customer interaction related to inquiries, comments, complaints, and/or questions. This includes a steady and heavy volume of internal and external customers. Performs a variety of functions to ensure that the best quality of service is provided to each guest/customer.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.
• Must be able to verbally communicate clearly and respectfully.
• Must have a pleasant telephone voice/manner.
• Must be able to handle constant calls.
• Active listening and problem-solving skills.
• Able to handle sensitive and confidential situations and documentation.
• Must be able to make accurate appointments to and from customers' locations.
• Ability to handle multiple tasks and work well under pressure.
• Highly motivated; must be a team player, yet able to work well independently.
• Ability to be flexible work with work schedules; able to assist where needed.
• Basic computer skills and experience with Microsoft Office Suites, Internet software, e-mail, and/or database software required.
• Public transportation experience preferred.
• Bi-lingual: Spanish/English preferred.
• Must be able to pass a drug test, a criminal background check, and previous employment reference checks.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: High school diploma or GED and two (2) years related to customer service or call center experience or a combination of education and experience. College coursework preferred.
LANGUAGE SKILLS: Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization. Must have excellent written and verbal communication skills. English required, bilingual a plus.
REASONING ABILITY: Able to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving several variables in standardized situations.
• Analytical skills.
• Strong passion for delivering a great guest/customer experience with every guest/customer interaction.
• Proven interpersonal skills dealing with the public required.
• Ability to interact professionally and in a friendly manner with internal customers on all levels and be able to work well with diverse groups.
• Ability to deal patiently and in a friendly manner with external customer problems and complaints and remain courteous when faced with difficult or angry customers.
COMPUTER SKILLS: Experience with word processing, spreadsheets, Internet software, e-mail, and/or database software preferred. Proficient in data entry, clerical, and filing capability. Basic computer skills are required.
DISCLAIMER STATEMENT: The above statements are intended to describe the general nature and level of work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so qualified. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
EXTERNAL APPLICANTS - APPLY ONLINE at www.catchacat.org and click on the Careers link to complete the application process for the position.
INTERNAL APPLICANTS - APPLY ONLINE through the Employee Self Service and login with your credentials to complete the application process.
