SporTran

Call Center Agent

Location

Shreveport, LA

Type

Full Time

Division/Department: ADMINISTRATION

Reports To: CALL CENTER MANAGER

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties may include, but are not limited to the following:

  • Primary job duties will consist of transit dispatch, scheduling, general customer service and administration inquires.
  • Responsible for answering all calls pursuant to company policy and routing calls to appropriate resources, as applicable. 
  • Responsible for professionally addressing customer inquiries and providing information and feedback in compliance with company policies.
  • Required to research information using available resources to resolve all calls in compliance with company call volume standards.
  • Must be able to effectively and respectively manage and resolve customer complaints as received and be able to identify and escalate issues of priority.
  • Continuously provide customers with company product and service information and remain aware of product and service updates to provide the most accurate information to customer inquiries and requests.
  • Responsible for entering new customer information into system after initial call interview and updating existing customer information as needed.
  • Maintain working knowledge of processes, forms and applications to effectively answer and route calls to appropriate company resources and assist customer needs.
  • Follow up customer calls when necessary
  • Must document all call information according to company standard operating procedure
  • Other duties as assigned

 

REQUIRED QUALIFICATIONS

  • High School Diploma or its equivalent
  • Must possess extensive knowledge of computer software including Microsoft Word and Excel.
  • Required English language proficiency; bilingual proficiency is acceptable
  • Knowledge of customer service principles and practices
  • Knowledge of call center operations and technology
  • Proficient data entry and typing skills
  • Knowledge of administration and clerical processes

 

DESIRED QUALIFICATIONS

  • Strong verbal and written communication skills
  • Effective listening skills.
  • Problem solving and analysis capability.
  • Strong attention to detail and organization.
  • Motivated to be a team player
  • Ability to adapt and manage stress in a customer centered environment.

 

IMPORTANT INFORMATION

This job operates in a call center office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

All positions are Safety Sensitive and require pre-employment drug testing; background checks; clean driving records and applicants must be able to work flexible shifts.

The preceding description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

SporTran provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SporTran complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

Company Website: www.sportran.org

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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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OMB Control Number 1250-0005
Expires 1/31/2017

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Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

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1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

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