Job Description

MV Transit Customer Service Agent Location Remote in Washington State : Description:

Based in Seattle, Direct Interactions operates contact centers staffed by American agents nationwide. We are socially responsible in our business practices and provide work-at-home opportunities for all Americans, including those with disabilities and military spouses. Direct Interactions helps organizations better serve the public through the use of rewarding and innovating practices by building and managing teams of compassionate humans who draw on their own experiences to help other humans through difficult and complicated challenges to achieve measurable improvement in outcomes.

About the Position

We transform customer service into customer care by providing a flexible work-at-home culture that attracts people with a passion for caring. If you are selected for this role, you would be accepting incoming calls from eligible passengers that need to make a trip reservation. You will be collecting all necessary data required to schedule trips accordingly. Other duties may involve daily communication and interaction with drivers and clients.

Requirements:

• MUST RESIDE IN ONE OF THE FOLLOWING COUNTIES IN WASHINGTON FOR CONSIDERATION:

KING COUNTY

PIERCE COUNTY

KITSAP COUNTY

SNOHOMISH COUNTY

• Must be able to pass a criminal background check
• Monitors radio, telephones and on-road provision of service for quality
• Responsible for influencing positive employee morale and quality customer service
• May assign trips to drivers to assure adequate disbursement of trips between all assigned routes
• Monitors daily system performance
• Participate in analysis and review of operating performance
• Notes closed and/or late starting of routes and communicates same to Dispatch Supervisors and/or Dispatch Managers as appropriate
• Ability to answer phones in a consistent manner
• Documentation, data entry, organization and problem-solving skills are imperative
• Ensure a professional attitude is maintained both with clients, ridership and the Customer Service team
• Must have strong MS Office suite skills and strong attention to detail both for written reports and data entry duties
• Ability to communicate professionally and effectively at all levels and ensure workload is completed in a timely manner
• Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast pace environment
• Must provide excellent customer service at all times
• Reliable in attendance
• All other duties, as assigned

Other Requirements

• High School diploma or equivalent
• Two (2) years of Customer Service experience is preferred
• Able to work in a fast-paced environment
• Demonstrate a high level of customer service
• Possess excellent decision-making skills
• Able to demonstrate professional phone manner
• Computer experience.
• Knowledge of the service area is a plus

What you will be doing

• Take client calls and communicates issues with drivers and Dispatch Supervisors or Dispatch Managers as appropriate
• Communicate on a regular basis with client staff and operations staff to ensure customer service efforts meet the demands of the contract and the client
• Answer passenger calls collecting all necessary trip information for the permissible time period
• Provide system information including eligibility, service area, fares, and system use to all interested parties
• Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
• Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel
• Communicate to the clients all passenger issues, concerns or complaints
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
• Maintain accurate records and appropriate filing systems

Training (please convert all times to reflect in your time zone)

*All dates and times are tentative and are subject to change*

Orientation: Friday February 2, 2024

Orientation time: 8:00am pst (30-45 minute session)

Training Dates week 1

Day 1: Monday February 5, 2024 8:30am pst - 5:00pm pst

Day 2: Tuesday February 6, 2024 8:00am pst - 4:30 pm pst

Day 3: Wednesday February 7, 2024 8:00am pst - 4:30 pm pst

Day 4: Thursday February 8, 2024 8:00am pst - 4:30 pm pst

Day 5: Friday February 9, 2024 8:00am pst - 4:30 pm pst

Training Dates week 2

Day 6: Monday February 12, 2024 8:00am pst - 4:30 pm pst

Day 7: Tuesday February 13, 2024 8:00am pst - 4:30 pm pst

Day 8: Wednesday February 14, 2024 8:00am pst - 4:30 pm pst

Day 9: Thursday February 15, 2024 8:00am pst - 4:30 pm pst

Day 10: Friday February 16, 2024 8:00am pst - 4:30pm pst

• All training is paid (orientation, any self paced training and live training are all paid events)

Pay Rate

• $17.50 - $20.00 per hour (depending on qualifications and experience)
• This is an employee position (W2)
• Biweekly pay via direct deposit

Shifts

• Pick your own hours for a minimum of 25 up to 40 hours per week scheduled in 1-hour increments with weekend availability
• The call center is open 7:30am pst to 5:00pm pst 7 days a week

Benefits

• Paid time off (PTO)
• Health/Medical & Dental insurance is available after 60 days worked

Technical Requirements

• Laptop or Desktop Computer running Windows 10 or higher (no Windows 7 or 8.1). WE DO NOT SUPPORT MACs, Chromebooks or Tablet/iPads
• Must have at least an i5 Processor and 8 GB memory along with a minimum of 2 monitors
• DSL or Cable internet (Wireless and Satellite are not compatible with our software)
• Current antivirus and antispyware
• Installed operational firewall
• High-speed internet connected to a US based ISP
• USB headset with microphone with mute button (NO WIRELESS HEADSETS)
• Google Chrome or Internet Explorer browser
• WE DO NOT SUPPLY EQUIPMENT, YOU ARE RESPONSIBLE FOR YOUR OWN EQUIPMENT AND INTERNET SERVICE

YOU MUST RESIDE IN KING COUNTY, PIERCE COUNTY, KITSAP COUNTY OR SNOHOMISH COUNTY LOCATED IN WASHINGTON. IF YOU DO NOT RESIDE IN ANY OF THE ABOVE COUNTIES, PLEASE DO NOT APPLY AS YOUR APPLICATION WILL NOT BE VIEWED.

• If you are selected, your offer is contingent upon successfully completing and passing a background check.

Currently, Apple computers (Mac laptop or desktop) and Chromebooks are not compatible with any of our client's software.

• There are NEVER any fees associated with applying or working for Direct Interactions.

Job Tags

Hourly pay, Full time, Contract work, Remote work, Work from home, Flexible hours, Shift work, Weekend work,

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