Call Center Agent

Capital Area Rural Transportation System - Cedar Creek, TX

Full-time - Entry Level

Cedar Creek, TX

Transit and Ground Passenger Transportation

About the position

The Call Center Agent position involves primarily working as a Reservationist, with responsibilities that may extend to roles such as Dispatcher and Scheduler. The role requires providing quality customer service through high-volume phone interactions, managing scheduling tasks, and ensuring effective communication with both customers and driver personnel. The position is full-time, operating Monday to Friday, and includes various benefits for employees.

Responsibilities

• Provide quality customer service by receiving incoming phone calls and responding courteously.
• Make outbound calls to notify customers of any adjustments to their scheduled trips.
• Verify and follow through on processes related to scheduling issues or customer requests.
• Maintain confidentiality of all customer information.
• Train other staff members as needed.
• Facilitate a positive work atmosphere by assisting co-workers and communicating professionally.
• Forward customer complaints or issues to the appropriate supervisor.
• Collect information and perform data entry for scheduling and trip management.
• Schedule, cancel, or amend transit trips via computer following established guidelines.
• Ensure computer template files are accurate and up-to-date.
• Use radios, telephones, or computer systems to contact Driver personnel and dispatch vehicles.
• Monitor vehicle locations and coordinate service and schedules.
• Prepare rosters and manifests, and maintain necessary records.

Requirements

• High School Diploma or GED preferred.
• Computer experience required.
• Previous office work experience required.
• Previous call center experience preferred.
• Previous experience as a dispatcher preferred.
• Knowledge of clerical/office procedures and standard office equipment.
• Knowledge of computers including word processing, data entry, and maneuvering in databases.

Nice-to-haves

• Experience in a high-volume call center environment.
• Familiarity with local or regional geographic knowledge for locating addresses.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance