Customer Service Agent - RIde Program

Rhode Island Public Transit Authority - Providence, RI

Full-time

Providence, RI

Transit and Ground Passenger Transportation

About the position

The Customer Service Agent for the RIde Program at RIPTA is responsible for managing appointment intake in a busy call center, catering to transit-dependent consumers across Rhode Island. This role involves making trip reservations, providing information, and resolving service issues while effectively communicating with a diverse clientele, including the elderly and disabled. The position requires strong customer service skills, attention to detail, and the ability to work both independently and as part of a team in a fast-paced environment.

Responsibilities

• Communicate with clients to negotiate their travel needs.
• Make trip reservations for RIde/Flex clients using the Reveal Software program.
• Develop daily trip manifests.
• Create daily taxi trip lists.
• Provide guidance to other reservationists when problems or questions arise.
• Adapt to a fluctuating work schedule as needed and maintain a good attendance record.
• Provide input to management for improving RIde Program operations.
• Assist new employees with their onboarding process.
• Perform other related job duties as assigned by the Supervisor.

Requirements

• Experience in customer service and data entry is required.
• Ability to communicate effectively and patiently on the telephone with a diverse clientele.
• Strong communication skills and attention to detail are essential.
• Ability to handle multiple tasks and requests from co-workers and consumers.
• Capability to work independently and accurately with detailed information.
• Sensitivity to client needs and ability to make sound decisions under service deadlines.

Nice-to-haves

• Bilingual in Spanish and English is preferred.