Transdev

  • Customer Service Communications Specialist

    Job Locations US-MA-Boston
    Posted Date 1 month ago(6/7/2018 3:59 PM)
    Requisition ID
    2018-8336
    Position Category
    Other
    Internal Code
    #TNA
    Internal Reference
    405
    Internal Code 3
    Ind1
    Company/Division
    Transdev Inc. (Corporate)
  • Overview

    The Customer Service Communications Specialist conducts outreach to travelers and agencies to provide traveler education on using TIS services as an alternative to traditional in-bound control center calls while collaborating with other managers.

     

    This is a call center operation for The Ride Access Center(TRAC).

    Responsibilities

    • Delivering personalized experience, regardless of the chosen channel (either online or traditional)
    • Driving successful utilization of services while reducing control center operating costs along the way.
    • Delivering marketing campaigns to increase exposure and knowledge of available services. Some potential campaign ideas are noted below:
      • Broadcast Campaigns via the Outbound Notification Services (voice, text or email)
      • Flyers / Handouts on Vehicles
      • TRAC Business Cards
      • Driver Engagements
      • On-Line Training
      • Traveler specific outreach for frequent inbound callers (Where’s my ride?”)
      • Control-Center forced inbound messages and “Did You Know?” messages while on hold to educate and reinforce TRAC services.
      • Social Media
      • Surveys

    Qualifications

    Experience, Skills, and Knowledge Required:

    • 3 years' experience in a Manager or Supervisor role in a call/control center environment.
    • 5 years' experience in customer service.
    • Experience developing training programs.
    • Marketing Experience.
    • Public Speaking and Outreach.
    • Clear Communication skills.
    • Outstanding customer service, communication, and interpersonal skills.
    • Highly adept at assisting co-workers and customers utilizing best practices.
    • Detail oriented, strong organizational skills with ability to carry out tasks with minimal supervision.
    • Proven ability to work effectively with diverse personalities in a tactful, decisive, and resourceful manner.
    • Proficient in Traveler Information Systems and Social Media Platforms.

     

    Pre-Employment Requirements:

    • Drug testing and background check
    • Testing related to job requirements

     

     

     

    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.

     

    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.

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