Customer Service Representative I

$48,256 - $74,235/Yr

Chicago Transit Authority - Chicago, IL

Full-time - Entry Level

Chicago, IL

Transit and Ground Passenger Transportation

About the position

The Customer Service Representative I serves as the primary point of contact for the Chicago Transit Authority (CTA), addressing inquiries and concerns from both external and internal customers. This role involves handling a high volume of inbound calls, providing information, problem-solving, and advocating for mass transit consumers while maintaining high service standards and promoting a positive image for the Authority.

Responsibilities

• Address customer concerns via inbound telephone calls regarding fare media products, reduced fares, bus and rail service, travel information, and complaints resolution.
• Disseminate CTA policy and procedures, maps, timetables, and relevant customer information as requested.
• Develop general knowledge of department policies, CTA rule books, and standard operating procedures.
• Demonstrate basic computer skills and operate CTA databases to enter and retrieve customer feedback.
• Maintain call center standards, quotas, and productivity goals, participating in coaching sessions and training.
• Maintain daily audit procedures and productivity reports to ensure performance requirements are met.
• Ensure security and confidentiality of customer information, following all audit standards and customer service guidelines.
• Make routine arithmetical computations and tabulations accurately.
• Apply organizational knowledge and problem-solving techniques to route calls and resolve inquiries.
• Research and respond to customer inquiries using various CTA databases and communication methods.
• Conduct follow-up research and document customer concerns in real time.

Requirements

• High school diploma required; college preferred.
• Minimum 1-year previous Call Center experience.
• Ability to speak, write, and comprehend English and Spanish proficiently is preferred.
• Must be accurate in inputting customer information in CTA databases.
• Ability to type at least 25 words per minute.

Nice-to-haves

• Proficiency in Spanish to address customer inquiries effectively.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities
• Employee discount programs