CUSTOMER SERVICE

Under general supervision of the Customer Service Supervisor, performs a variety of tasks including answering telephone calls from customers and making transportation arrangements for them, and maintaining the highest level of customer service.

Typical Duties / Responsibilities: Answers telephone calls from prospective customers in a courteous, professional manner and determines customers’ requirements for transportation services. Determines appropriate fares, pick-up and drop-off times and locations, number of people in party, type of vehicle required, and special assistance needs. Accurately completes reservation forms or enters reservations into computer system via keyboard for next day service or gives to dispatcher for same day service. Answers questions from prospective customers, guests or other persons concerning availability of transportation services and special needs requirements.

Takes complaints from customers concerning late pick-ups, vehicle problems, driver problems, etc. and coordinates with supervisor to determine solutions to immediate customer problems. Provides customer assistance with locating customers’ lost items. Documents in customer service log all incidents, complaints and resolutions. Documents in lost and found log any information on lost and found items. Alerts safety department, emergency fire and rescue, or other law enforcement agencies of accidents or hazardous safety conditions if necessary. Provides information to sales and management staff on vehicle and driver availability. Also may be required to perform other related duties as requested.
REQUIREMENTS
Qualification Requirements:

Education:High School graduate or equivalent preferred.

Experience:Some telephone, telecommunications or customer service experience preferred.

Skill at:Good oral and written communication skills. Basic typing and computer keyboard usage.

Knowledge of:None required.

Licenses:None required.


Special
Requirements:Must be able to remain calm, pleasant, and poised in high-pressure situations.


Essential Functions:

oMust be able to communicate by telephone and in person in clear, fluent English in a courteous, friendly and professional manner with customers, guests, co-workers and other persons.

oMust be able to access, input and retrieve information from a computer system and 10-key calculator.

oMust be able to read, understand and accurately complete transportation reservation forms, computer screens, customer service logs, lost and found logs, and other related paperwork.

oMust be able to perform addition, subtraction, division and multiplication to calculate appropriate fares.