RATP Dev USA
Escalations Customer Service Representative (Part-Time)
RATP Dev USA, Winston Salem, North Carolina, United States, 27104
Mission
RATP Dev USA manages and operates public transit systems across the country, delivering safe, reliable, and innovative mobility solutions to the communities we serve. In Winston-Salem Transit, we are committed to supporting our employees while providing high-quality service to passengers every day. Profile
The Escalations Customer Service Representative (ECSR) serves as the primary point of contact for resolving complex, sensitive, or high-priority customer issues that require additional attention beyond standard customer service. This role requires a level-headed, professional demeanor and a strong ability to balance empathy with problem-solving. The CSR will investigate, document, and resolve escalated concerns with accuracy, discretion, and timeliness, while upholding organizational standards for service excellence and confidentiality. Key Responsibilities Receive, assess, and manage escalated customer concerns through phone, email, or internal referral. De-escalate tense situations with professionalism, maintaining a calm and solution-focused approach. Conduct thorough research and fact-finding, reviewing records, statements, trip logs, and digital data as necessary. Document escalations accurately in customer service and case management systems, ensuring complete and confidential recordkeeping. Collaborate with other departments (Dispatch, Operations, Safety, HR, etc.) to gather information and resolve issues efficiently. Provide clear, consistent, and empathetic communication to customers regarding resolution steps and outcomes. Track escalation patterns, identify trends, and make recommendations for process improvements. Protect sensitive information in alignment with organizational policies and applicable regulations. Perform additional duties as assigned to support the Escalations team. Required Skills & Qualifications
Proven experience in customer service, preferably in an escalations or problem-resolution role. Ability to remain calm, professional, and objective in high-stress or emotionally charged situations. Strong verbal and written communication skills, with an emphasis on clarity and empathy. Excellent attention to detail and accuracy in documentation and follow-through. Demonstrated ability to maintain confidentiality when handling sensitive or private information. Proficiency in computer systems, case management software, and Microsoft Office (Word, Excel, Outlook). Strong organizational skills with the ability to prioritize multiple tasks under time constraints. Conflict resolution, mediation, or de-escalation training (preferred). Key Competencies
Level-headedness:
Remains steady and composed under pressure. Customer Focus:
Demonstrates empathy and commitment to resolving customer concerns. Attention to Detail:
Thorough review, documentation, and follow-up. Confidentiality:
Exercises discretion in handling sensitive matters. Technical Proficiency:
Comfortable navigating multiple systems to research and resolve issues. KPI Reporting : Report trends, and patterns efficiently Work Environment
Fast-paced office or call center setting. Frequent communication via phone, email, and case management platforms. May require flexible scheduling, including evenings or weekends, based on escalation volume.
Employee Testimonial:
"Working as a Paratransit Driver at RATP Dev USA has been incredibly rewarding. The support from the team and the opportunity to make a difference in the lives of our passengers is truly fulfilling. The training and development programs have also helped me grow professionally." - John D., Paratransit Driver Pay: $17.94 per hour We offer competitive compensation and benefits (which vary based on role, location, and business), including medical/dental/vision, 401(k), and paid holiday/vacation.
We are an Equal Opportunity Employer & We Welcome Diversity to our Teams!
Soldiers:
if you are Army Reserve, Army National Guard or transitioning from Active Duty be sure to register today with the Army Pays Program at www.armypays.com "> www.armypays.com !
RATP Dev USA manages and operates public transit systems across the country, delivering safe, reliable, and innovative mobility solutions to the communities we serve. In Winston-Salem Transit, we are committed to supporting our employees while providing high-quality service to passengers every day. Profile
The Escalations Customer Service Representative (ECSR) serves as the primary point of contact for resolving complex, sensitive, or high-priority customer issues that require additional attention beyond standard customer service. This role requires a level-headed, professional demeanor and a strong ability to balance empathy with problem-solving. The CSR will investigate, document, and resolve escalated concerns with accuracy, discretion, and timeliness, while upholding organizational standards for service excellence and confidentiality. Key Responsibilities Receive, assess, and manage escalated customer concerns through phone, email, or internal referral. De-escalate tense situations with professionalism, maintaining a calm and solution-focused approach. Conduct thorough research and fact-finding, reviewing records, statements, trip logs, and digital data as necessary. Document escalations accurately in customer service and case management systems, ensuring complete and confidential recordkeeping. Collaborate with other departments (Dispatch, Operations, Safety, HR, etc.) to gather information and resolve issues efficiently. Provide clear, consistent, and empathetic communication to customers regarding resolution steps and outcomes. Track escalation patterns, identify trends, and make recommendations for process improvements. Protect sensitive information in alignment with organizational policies and applicable regulations. Perform additional duties as assigned to support the Escalations team. Required Skills & Qualifications
Proven experience in customer service, preferably in an escalations or problem-resolution role. Ability to remain calm, professional, and objective in high-stress or emotionally charged situations. Strong verbal and written communication skills, with an emphasis on clarity and empathy. Excellent attention to detail and accuracy in documentation and follow-through. Demonstrated ability to maintain confidentiality when handling sensitive or private information. Proficiency in computer systems, case management software, and Microsoft Office (Word, Excel, Outlook). Strong organizational skills with the ability to prioritize multiple tasks under time constraints. Conflict resolution, mediation, or de-escalation training (preferred). Key Competencies
Level-headedness:
Remains steady and composed under pressure. Customer Focus:
Demonstrates empathy and commitment to resolving customer concerns. Attention to Detail:
Thorough review, documentation, and follow-up. Confidentiality:
Exercises discretion in handling sensitive matters. Technical Proficiency:
Comfortable navigating multiple systems to research and resolve issues. KPI Reporting : Report trends, and patterns efficiently Work Environment
Fast-paced office or call center setting. Frequent communication via phone, email, and case management platforms. May require flexible scheduling, including evenings or weekends, based on escalation volume.
Employee Testimonial:
"Working as a Paratransit Driver at RATP Dev USA has been incredibly rewarding. The support from the team and the opportunity to make a difference in the lives of our passengers is truly fulfilling. The training and development programs have also helped me grow professionally." - John D., Paratransit Driver Pay: $17.94 per hour We offer competitive compensation and benefits (which vary based on role, location, and business), including medical/dental/vision, 401(k), and paid holiday/vacation.
We are an Equal Opportunity Employer & We Welcome Diversity to our Teams!
Soldiers:
if you are Army Reserve, Army National Guard or transitioning from Active Duty be sure to register today with the Army Pays Program at www.armypays.com "> www.armypays.com !