CTO Call Taker

BASIC FUNCION:

Utilizing the communication program and phone system the Call Taker shall receive incoming calls from external customers requesting transportation. The Call Taker shall deliver a high level of customer service and data entry accuracy and meet set standards. ComTrans is a safety sensitive company

Job description(s) are subject to change based on business necessity

EMPLOYEE STATUS: Regular, Full-time, $20.00 per hour/non-exempt

REQUIREMENTS:

Education: High School Graduate or equivalent preferred but not required.

Age: All ComTrans employees must be at least 18 years old

Experience: 1 year of call center experience preferred

Work Schedule: Flexible and able to meet organizational needs.

Weekends REQUIRED

SKILLS, KNOWLEDGE, ABILITIES:

Employee must:

Communicate effectively in English, both verbally and in writing

Be well organized, efficient and ably to prioritize duties.

Be able to utilize computer programs such as Microsoft Office Programs, learn internal systems.

Provide a high level of customer service to both internal and external customers.

Ability to perform in a professional, businesslike manner and to the highest standard of professional conduct.

Be detailed oriented with a high level of accuracy.

Deescalate situations effectively

Work independently

Work well with others

Be a strong team player

Use sound judgment; make timely decisions and solve problems.

Possess exceptional follow-up skills.

Work well under pressure

PHYSICAL REQUIREMENTS:

While performing duties of this job, must be able to:

Stand, reach and extend arms.

Grasp, feel objects or controls

Reach with hands and arms

Talk and hear

Able to lift at least 10 pounds

Sit for extended periods of time.

Perform repetitive activities such as typing, using a telephone, computer mouse.

Must have adequate visual acuity as required to perform activities such as viewing a computer terminal, reading

RESPONSIBILITIES:

Answer in-coming calls

Utilizing order system, enter client orders accurately

Provide customer with trip details and confirmation number

Ensure the customers experience is responsive and professional at all times

Conduct self audits to ensure a high level of data entry accuracy

Participate in workgroups to brainstorm improvements in efficiencies

Reach call and data entry goals as set by Manager/Call Center Supervisor

Adhere to work schedule

REPORTING RELATIONSHIP:

This position reports to the Call Center Supervisor

MEASUREMENTS OF PERFORMANCE:

The Call Center Supervisor will evaluate the performance contribution and effectiveness of the Call Taker using the following criteria:

High level of customer service.

Timeliness, accuracy & completion of all duties.

Meeting data entry and call taking goals

Activities are consistent with company policy.

Level of professionalism with internal and external customers.

Customer Service.

Attendance and Reliability