Customer Service Call Representative

Job Description:

Under the direction of the Supervisor of Customer Relations, the Customer Relations Call Representative is responsible for answering and handling all English-speaking customer calls pertaining to paratransit, and fixed route that come into Pace Customer Relations, creating incident reports, and retrieving and responding to voicemails. Key functions include:

1. Providing professional, courteous customer service in all communications with customers, and facilitating timely resolution of complaints. 

2. Completing all written and verbal complaint responses on behalf of Pace. 

3. Disseminating to and following up on customer complaints with appropriate Pace departments. 

4. Performing other duties as assigned or required.

Qualifications

Education:

Must have at minimum a high school diploma or equivalency. 

Experience:

1-3 years' experience in customer service or call center environment preferred, with a good work record.

Proficiencies:

Must have proficient computer skills including a good working knowledge of Microsoft Office suite programs and the ability to learn the Customer Relations computer program. 

Must demonstrate good verbal and written communication skills and good time management skills; must be able to follow directions.

Must demonstrate excellent interpersonal skills along with patience and a positive attitude; and must be both detailed and customer-service oriented.

Physical Requirements:

This role requires sitting for extended periods, typing on a computer, and answering phone calls.

Working Conditions:

This position is based on an office setting, with standard office equipment, including a computer, phone, and desk space. 

This position is not eligible for a hybrid work schedule or remote work.

Salary:

$18/hr

This is a part-time position. 

BENEFITS SUMMARY

Pace, the Suburban Bus Division of the Regional Transportation Authority (“Pace”), was established to aid and assist public transportation in the six-county northeastern Illinois area consisting of Cook, DuPage, Kane, Lake, McHenry, and Will Counties.

As an equal opportunity employer, Pace seeks to employ qualified personnel in all job classifications and to provide equal opportunities in a manner that will not discriminate against any person because of actual or perceived race, color, religion, sex, age, national origin, ancestry, pregnancy, marital or civil union status, citizenship status, disability, military or veteran status, sexual orientation, gender identity or expression, order of protection status, childbirth, medical conditions related to pregnancy or childbirth, genetic information, or any other protected characteristic defined under applicable law.

Thank you for your interest in Pace. If you are having difficulty completing this application or require other assistance, please contact Devlin Collins at [email protected].