Customer Service Rep.

Responsible for ensuring that all clients/passengers are given the information they need in a professional and effective manner.  This position plays a fundamental role in the quality of service that is provided to our clients/passengers. CSR's are responsible for answering general phone lines, providing answers for general inquiries, and handling customer complaints.  In some locations CSR will also perform Station Attendant duties.                        

JOB SPECIFIC RESPONSIBILITIES:                                            

• Provide exceptional customer experience.                 
• Call customers to advise about changes or cancellations of scheduled runs.                  
• Respond to client inquiries (i.e., destinations served, pricing, departure/arrival times, directions to terminal) all while providing outstanding customer service.
• Responsible for cash management and compliance.                        
• Operates cash register and/or credit card equipment.                       
• Sells and processes ticket orders via telephone, internet, and over the counter.
• Responsible for closing the terminal including preparation of cash bank deposits, sales report and depositing in safe box.                   
• Maintains a professional working relationship with partnering retail agencies.                 
• Completion of required documentation for transactions made with partnering retail agencies.                                
• Daily accurate reporting of tickets sold and cash collected.                          
• Effectively answer calls on multi-line system, appropriately greet callers and correctly route calls and screen calls as required.                  
• Greet visitors while following procedures in notifying employees or department the visitor/vendor is requesting to see.                  
• Utilize good judgment when confronted with the resolution of both internal and external conflict.                                
• Responsible for money transfer transactions                          
• Assist customers with luggage ID tags and transfer to luggage compartment                    
• Other duties as assigned.                     

EXPERIENCE:                               

• 1 year of job-related experience                         
• Bilingual (Spanish/English)  

EDUCATION:                 

• High school diploma or equivalent