Customer Service Representative II – Baldwin County Commission Position Available In Baldwin, Alabama

Customer Service Representative II – Baldwin County Commission Baldwin County Alabama – 5.0 Robertsdale, AL Job Details Full-time $19.17 – $31.41 an hour 1 day ago Qualifications Microsoft Word Microsoft Excel Customer service Call center Mid-level Driver’s License Computer skills Under 1 year Full Job Description Position Description Customer Service Representative II’s are required to answer incoming telephone calls and handle them professionally and appropriately. They are required to correctly schedule all passenger trips by collecting pertinent data from caller, entering information into computer, and ensuring trip is accurately scheduled by the automatic scheduling system. Assists Drivers with questions regarding driver schedules, trips, and passenger information. Successful applicants must pass a criminal and motor vehicle background check and will be subject to a pre-employment drug test and physical. Essential Job Functions Essential Functions Answer all incoming telephone calls in a professional manner. Provide excellent customer service. Assist new customers with setting up accounts. Assist customers with downloading the

BRATS ON DEMAND

mobile app. Accurately record trip information in the scheduling software. Update customer information including telephone number and payment information. Communicate clearly and effectively with drivers and general public. Assist Drivers with questions regarding schedule, trips, and passenger information. Accurately schedule and cancel trips. Confirm trip details with customer when scheduling. Prepare work schedules for drivers, maintenance schedules of vehicles for the mechanics, and assignment of drivers to specific vehicles to accommodate the routes the drivers are assigned to. Provide training as required to new Customer Services Representative I’s. Conduct training with new drivers on proper usage of county-provided cell phone to access and operate the driver’s mobile app. Conduct basic overview training of the scheduling systems to BRATS’ new hires. Carry out duties of Scheduling Manager during their absence. Prepare notices about Holiday closures for the buses, recordings for the telephone, and notifications for the mobile app. Prepare driver paperwork for special trips or routes not through the automated dispatching system. Be familiar with and execute established procedures (BRATS, BCC, FTA) for accident and incident reporting and follow-up, including sending employees for post-accident drug testing when required. Education and Experience Must have a valid driver’s license. Previous call-center or customer service experience required. Scheduling experience preferred, but not required. Experience with operating computer software programs. Criminal background check authorization required. Pre-employment drug screening, random drug screening, and post-accident drug and alcohol screenings are required. Other Characteristics 1. All BRATS Team Members are expected to be very flexible team players. Any BRATS team member may be required to transport passengers (this is our core mission) or perform any other tasks required of any other BRATS team member. 2. Must have transportation to work. 3. Must dress in a professional manner to meet the public. 4. Must have a positive attitude. 5. Handle stressful situations calmly and professionally. 6. Must be able to travel as deemed necessary. 7. Willing to work non-standard hours as necessary. Knowledge, Skills, and Abilities Must place a high priority on providing phenomenal customer service. Skills and ability to converse effectively and pleasantly with employees and general public. Telephone skills to handle multiple lines, transfer calls, and place calls on hold. Ability to work independently without close supervision. Ability to spell common words and names for computer data entry. Ability to multi- task, problem solve, and meet deadlines. Ability to communicate effectively and clearly with drivers. Ability and patience to work with individuals with disabilities. Ability to read maps and accurately assist drivers to addresses. Ability to make decisions within the standards of BRATS policies and guidelines. Computer skills to work accurately and effectively in Excel, Microsoft Word, Outlook, Via, and other current software programs. Willing to learn new computer programs when necessary. Baldwin County Commission and Baldwin County Sheriff’s Office does not discriminate on the basis of race, color, national origin, sex, religion, age, marital status, disability, citizenship or veteran status in employment. It is the intent of the Baldwin County Commission and Baldwin County Sheriff’s Office to guarantee equal opportunity to allow disabled employees a bias-free work environment. Baldwin County Commission and Baldwin County Sheriff’s Office, upon request, will provide reasonable accommodation in compliance with the ADA. Recruitment and selection processes will grant equal opportunity for employment to qualified applicants and will not discriminate on the basis of disability. Reasonable accommodation will be provided upon request during the application, testing, and interview process.