**Experienced Customer Service Call Center Representative – Public Transit Service Support**

At arenaflex, we're dedicated to providing reliable and efficient public transit services to our community. As a Customer Service Call Center Representative, you'll play a vital role in ensuring our riders receive exceptional support and assistance with their transit needs. If you're passionate about public service, enjoy helping others, and thrive in a fast-paced environment, we encourage you to join our team! **About arenaflex** arenaflex is Arkansas' largest public transit agency, serving the Little Rock metropolitan area. Our mission is to provide safe, reliable, and accessible transportation options for our community. We're committed to excellence in customer service, and our team is dedicated to making a positive impact on the lives of our riders. **Benefits of Working at arenaflex** * Competitive pay: $17.50 - $19.00 per hour * Comprehensive benefits package, including: + Company advancement opportunities + Dental, vision, and employer-paid health insurance + Employer-paid disability and life insurance + 457(b) deferred compensation retirement plan + Paid vacation, paid holidays, and paid sick leave + In-house training opportunities + Transit passes for employees and eligible dependents + Bi-weekly pay + Direct deposit + Credit union membership + Referral bonus * Minority-led workforce * Fulfilling work environment * Work-life balance **Job Description** As a Customer Service Call Center Representative, you'll be the frontline representative for arenaflex, handling inbound calls from the general public. You'll work closely with the customer service manager to assist transit riders with trip-planning, discount fare applications, general service questions, and troubleshooting problems related to our bus- and streetcar-tracking smartphone app, fare payment smartphone app, and microtransit ride-hailing smartphone app. **Key Responsibilities:** * Answer inbound customer calls regarding all aspects of arenaflex's public transit service in a friendly, knowledgeable, accurate, and timely manner * Accurately and quickly log the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems * Correctly identify the nature of a customer's need, trouble-shoot for the right solution for the situation, and demonstrate superior judgment to assist the customer, while maintaining agency policies and delivering consistent support to customers * Perform needed preliminary fact-finding for items that require investigation performed by another team member * Outline and demonstrate when applicable appropriate self-help resources for customers * Resolve each customer interaction with a discussion recap, noting any next steps, if applicable * Operate multiple software platforms to perform daily work (training is provided) * Ensure canceled trips are communicated to the appropriate dispatch team (paratransit or microtransit) in a timely manner * Demonstrate respect for customer diversity, with an inclusive attitude and consistent, polite, and professional approach to all customer interactions * Proactively communicate common rider questions and concerns to the customer service manager * Engage in all provided transit and customer service training, including de-escalation tactics **Essential Functions:** * Learn how to trip-plan, match appropriate services for transportation needs, and check for active service alerts * Understand all aspects of public transit paratransit service requirements and Title VI processes * Familiarize yourself with long-term transit planning service aspects as related to community requests * Understand appropriate channels for escalating customer service concerns * Familiarize yourself with fare products, pricing, and formats * Learn how to log and reconcile Lost and Found items * Understand all Code of Conduct policies and all operations team responsibilities to be able to adequately explain transit system policies to customers and follow enforcement protocols **Competencies:** * Ability to work in a fast-paced setting, process work rapidly, set priorities, and work under pressure, all while maintaining accuracy of work and completion of assigned tasks * Ability to interpret data, apply logic, and trouble-shoot * Ability to learn new and emerging technology quickly * Ability to meet deadlines while multi-tasking * Commitment to being a reliable, people-oriented, inclusive team player who embraces diversity and demonstrates a passion for providing excellent transit customer service **Qualifications:** * High school diploma or GED equivalent and one year of work experience in customer service work involving the general public or any equivalent combination of related training and experience * Ability to quickly learn new software systems * Familiarity with how to trouble-shoot technology-related problems (specifically, help riders identify what type of smartphone they have, what their smartphone operating system is, and what versions of arenaflex-related apps they have) **Employment Statement:** arenaflex is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class. **How to Apply:** If you're passionate about public service and enjoy helping others, we encourage you to apply for this exciting opportunity! Please visit our website to submit your application and join our team at arenaflex. Apply for this job