Customer Service Representative II Paratransit

Customer Service Representative II

Under general supervision, the Customer Service Representative II serves as the lead Customer Service Representative and is responsible for providing information in response to inquiries about paratransit services. Respond to inquiries and complaints that have been escalated by the Customer Service Representative I.

Examples Of Duties

Answer customer complaints or questions related to service issues; interprets and explains departmental rules and regulations. Perform a wide variety of clerical duties utilizing a computer, various software, and/or office equipment. Maintain records, logs, and schedules of calls received to schedule trips, dispatch drivers, and process customer cancellations and no shows. Serve as the liaison between customers and dispatch. Answer inquiries from paratransit riders and the public regarding the operations, procedures, and policies of paratransit programs. Respond to telephone and walk-in inquiries and provide information to paratransit riders and the public about other relevant transportation programs. Assist program staff members with conducting information meetings for paratransit riders and members of the public. Review, revise, and approve reservation bookings for accuracy, completeness, and proper placement prior to transmitting to dispatch. Respond to customer calls referred from Customer Service Representative I for which routine bookings cannot be made. Train new employees on proper techniques for responding to inquiries. Process and file schedules and reports.

Minimum Qualifications

Qualifications (required): High School Diploma or G. E. D. (General Educational Development) equivalent. Three (3) years of customer service experience involving public contact. Preferred: Experience working as a Customer Service Representative I.

Supplemental Information

Evaluation Plan

• Computer Based Test: 30%
• Interview: 70%
• Evaluation of Training, Experience & Personal Qualifications: P/F

Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 points