Transdev

Web Chat Representative

US-AZ-Scottsdale
5 months ago
Requisition ID
2017-6748
Position Category
Customer Service/Call Center/Dispatch/Reservationist/Scheduler
Internal Code
#TOD
Internal Reference
003
Company/Division
SuperShuttle

Overview

SuperShuttle and Transdev, the nation’s leading shared-ride airport shuttle, providing door-to-door ground transportation to more than 8 million passengers per year. 

 

Ensuring  all Customer Care performance goals are achieved consistently and in accordance with Transdev on Demand's quality standards, including but not limited to, handling incoming customer chats, social media responses and telephone calls in a polite, professional and knowledgeable manner.  Will actively work more than one chat at the same time.  Work in a team environment and maintain a professional high-spirited attitude.

 

This position is currently located in Tempe, AZ and will be relocating to Scottsdale, AZ effective May 1, 2017.

Responsibilities

The Web Chat Representative accountabilities, shall include, but are not limited to, the following:

 

  1. Proficient in handling all the duties and responsibilities of the Customer Care Group. (Web chat, email response, case management)
  2. Responsible for answering and inputting all pertinent information for Customer Feedback in the Customer Feedback Management software system when applicable.
  3. Demonstrate chat taking proficiencies (direct questioning to understand issues timely / clarity in response to provide understanding etc), an in-depth product knowledge of our services and other "soft" skills necessary to handle chats, emails and calls where a customer may be upset.
  4. Ensure a customer friendly, service oriented attitude.
  5. Take on the responsibility of answering and moving conversations as needed to an alternative channel for resolution.
  6. Ensures reports and chat responses are accurate and completed in a timely manner.
  7. Reports to assigned team meetings and/or training sessions as needed.
  8. Ability to work in a fast paced environment and adhere to scheduling.
  9. Ability to be detailed, accurate, and thorough.
  10. Must be a team player.
  11. Various other duties as needed.

Qualifications

Essential Knowledge, Skills, & Abilities

  • Previous customer service experience, preferably in a service industry and/or call center
  • Ability to type 30 words per minute, experience with 10 key
  • Proper Written and Telephone Etiquette
  • Proficient writing ability
  • Exceptional communication skills
  • Must be able to multitask
  • Chat experience a plus
  • Web navigation
  • Familiarity with Microsoft Word, Internet, Email, Web Chat process

Education, Licensing, and Certifications:

  • High School Graduate or equivalent, some college preferred

Pre-Employment Requirements:

  • Drug testing and background check

  

For more information please visit our website at www.transdevna.com/careers
 
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

 

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

 

Drug free workplace

 

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

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