R&D Transportation Services, Inc.
Customer Service Associate – Bilingual in Spanish (Sacramento, CA)
R&D Transportation Services, Inc., Sacramento, California, United States, 95828
Job Title:
Customer Service Representatives Department:
Customer Service Location:
Sacramento, CA Reports To:
Vice President FLSA Status:
Full-Time, Non-Exempt
Wage Scale:
$21.00-$23.00
THE COMPANY Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.
POSITION SUMMARY Responds to participant concerns, inquiries, and reports problems to supervisor(s) or other departments such as Scheduling and Quality Assurance, by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES Talks with participants, family and/or care providers, Regional Center personnel, and transportation vendors by phone (high volume inbound and outbound calls) to:
Notify of service schedules
Provide late bus notifications
Respond to concerns and questions
Obtain additional information to process service change requests
Obtain and document additional information when a customer reports a concern or complaint
Other duties may be assigned
KNOWLEDGE, SKILLS & ABILITIES
Written, verbal and organizational skills
Confidentiality of all information is essential
Computer Skills (familiar use with Excel, Word, Access and Outlook)
Typing proficiency skills with a min. 45WPM and min.95% accuracy
Spanish language required
Ability to effectively communicate in English and Spanish
Ability to write routine reports and correspondence
Ability to speak effectively with customers and co-workers
Ability to effectively present information and respond to questions from customers, participants, and vendors
Ability to deal with problems involving several variables in standardized situations
Knowledge of RingCentral Phone System
EDUCATION and EXPERIENCE High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with the use of the Internet is required. Ability to read city maps required.
LANGUAGE SKILLS Ability to effectively communicate in English and Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co-workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate a computer, reach phone, lift files and boxes. The employee is occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
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Customer Service Representatives Department:
Customer Service Location:
Sacramento, CA Reports To:
Vice President FLSA Status:
Full-Time, Non-Exempt
Wage Scale:
$21.00-$23.00
THE COMPANY Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.
POSITION SUMMARY Responds to participant concerns, inquiries, and reports problems to supervisor(s) or other departments such as Scheduling and Quality Assurance, by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES Talks with participants, family and/or care providers, Regional Center personnel, and transportation vendors by phone (high volume inbound and outbound calls) to:
Notify of service schedules
Provide late bus notifications
Respond to concerns and questions
Obtain additional information to process service change requests
Obtain and document additional information when a customer reports a concern or complaint
Other duties may be assigned
KNOWLEDGE, SKILLS & ABILITIES
Written, verbal and organizational skills
Confidentiality of all information is essential
Computer Skills (familiar use with Excel, Word, Access and Outlook)
Typing proficiency skills with a min. 45WPM and min.95% accuracy
Spanish language required
Ability to effectively communicate in English and Spanish
Ability to write routine reports and correspondence
Ability to speak effectively with customers and co-workers
Ability to effectively present information and respond to questions from customers, participants, and vendors
Ability to deal with problems involving several variables in standardized situations
Knowledge of RingCentral Phone System
EDUCATION and EXPERIENCE High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with the use of the Internet is required. Ability to read city maps required.
LANGUAGE SKILLS Ability to effectively communicate in English and Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co-workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate a computer, reach phone, lift files and boxes. The employee is occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
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