# Customer Service Representative

**Company:** [Vix Technology](http://jobs.workable.com/companies/a1Qn7NWeBLgLLtET65t3Mg.md)
**Location:** Tempe, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Americas

[Apply for this job](http://jobs.workable.com/view/50d4bc95-2fae-4678-868c-9c47c2e4dc92)

## Description

We are hiring an individual who will serve as a first point of contact for riders of Valley Metro Transit services, providing exceptional service by addressing inquiries, resolving issues, and offering service and route information.   We are a contractor with Valley Metro that has been assigned the task of providing customer service for the fare support of the Phoenix transit system.  Currently, we have an opening for a bilingual English/Spanish speaker.  

### Duties and Responsibilities

-   Strong Communication Skills
-   Answering customer calls promptly and professionally
-   Listening attentively to customer concerns and questions
-   Providing accurate information about products and services
-   Resolving customer issues and complaints effectively
-   Maintaining detailed customer records and tracking call information
-   Following company policies and procedures for customer service
-   Adhering to call quality standards and metrics
-   Using a variety of computer hardware and software while performing work
-   Providing customer service based on policies and procedures
-   Maintaining attention to detail and accuracy
-   Explaining and applying policies of Fare System
-   Answering high-volume phone calls
-   Working independently and with team members

## Requirements

-   High School Diploma or G.E.D. plus one (1) year of customer service or call center experience providing information, responding and resolving customer inquiries, OR, any combination of education and/or experience sufficient to successfully perform the essential duties as listed may be considered.
-    Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs simultaneously.
-    Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
-    Must possess the ability to demonstrate excellent communication skills.

###  **Desired Qualification:**

-    Bilingual English/Spanish (position is eligible for bi-lingual pay)
-   Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation fare services
-   Operates computer and other standard office equipment required to communicate and assist customers.
-   Ability to troubleshoot passenger issues.
-   Handles progressively more complex/sensitive customer situations involving resolution and escalations as proficiency is achieved; clarifies customer complaint; determines cause of the problem, selects and explains the best solution and alternatives.
-   Provides additional information and assistance to internal and external customers as required.

### Knowledge of

-   Call-Center Software (Salesforce)
-   Record keeping systems and the operation of office equipment, computers, and associated software
-   Techniques for dealing effectively with co-workers and the public in person and over the phone
-   Correct business English, including spelling, grammar and punctuation
-   Phone and email etiquette

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off to cover Vacation, Sick & Public Holidays
-   Short Term & Long Term Disability
-   Training & Development