Customer Service Specialist

Current Location:

Elizabeth, New Jersey

Job Type:

Permanent

Salary Desc:

$15.00

Start Date:

10/15/2019

Date Posted:

8/19/2019

Sector:

Customer Service Rep, Customer Service
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Job Description

Are you a self-starter who sees the job to completion? Do you recognize the value of the customer’s experience? We believe that our representatives are bar none and are the lifeline of our business. We are Megabus.com and we are seeking talented people with a passion for customer service. Ideally, this person will be detail oriented, customer obsessed and career minded with a proven ability to multi-task. They will be providing operational, technical and administrative support by way of a central monitor web interface to our customers and internal partners. They will preserve a positive experience for our customers while managing several communication channels in pursuit of a solution. Our representatives must be organized and enjoy working in a team environment.

Essential Functions:

  • Provide real time asset monitoring of our nationwide fleet using our in house GPS system
  • Communicate and coordinate with multiple internal and external partners, regarding any service issues, in real time
  • Record details of service issues in the internal database for easy lookup. Update database entries when new information is discovered
  • Forecast service disruptions and communicate delays with passengers via phone, email.
  • Update management regarding severe concerns with buses on the road
  • Monitor emergency alerts received from passengers and escalations from the call center staff
  • Investigate and respond to customer’s concerns/ complaints in a timely fashion utilizing established processes
  • Confirm all available buses are assigned to a designated route
  • Manage company’s social media presence, responding to questions/ concerns in a professional friendly manner
  • Assist with answering and resolving customer service emergency calls
  • Facilitate the recovery of Stranded/Denied passengers
  • Attend daily briefings ensuring smooth shift transition

Minimum Requirements/Skills:
  • High School diploma
  • Work a set schedule that includes nights, weekends and holidays
  • Call Center experience
  • Strong communication skills (written, verbal)
  • Proficient knowledge of MS Office Applications (MS Word, Excel, Outlook)
  • Ability to navigate multiple windows and applications in pursuit of a solution
  • Ability to think independently
  • Ability to meet deadlines

What We Offer:
 
We are an established transportation company that continues to seek growth and expand our influence in the industry. Our culture is one of continual learning and development whilst establishing lasting relationships with colleagues and industry representatives. Our team of agents come together in the most creative ways to assist our customers and internal partners while ensuring a positive experience for everyone involved. We offer job security and growth opportunities for those willing to roll up their sleeves and do the work. We have a relaxed, open work environment that fosters collaboration and innovation along with:    
  • Paid Training
  • Medical Benefits
  • Dental Benefits
  • Vision Benefits
  • Paid Time off
  • 401K plan
  • Weekly Pay
  • Hourly rate of $15.50/hr (after 90 day probation)
If interested, please send resume directly to latisha.bray@coachusa.com

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