MV Transit Customer Service Agent Part Time

Based in Seattle, Direct Interactions operates contact centers staffed by American agents nationwide. We are socially responsible in our business practices and provide work-at-home opportunities for all Americans, including those with disabilities and military spouses. Direct Interactions helps organizations better serve the public through the use of rewarding and innovating practices by building and managing teams of compassionate humans who draw on their own experiences to help other humans through difficult and complicated challenges to achieve measurable improvement in outcomes.

About the Position 

We transform customer service into customer care by providing a flexible work-at-home culture that attracts people with a passion for caring. If you are selected for this role, you would be accepting incoming calls from eligible passengers that need to make a trip reservation. You will be collecting all necessary data required to schedule trips accordingly. Other duties may involve daily communication and interaction with drivers and clients.

Requirements

MUST RESIDE IN KING COUNTY IN THE STATE OF WASHINGTON; if you do not reside in King County, please do not apply
Must be able to pass a criminal background check
Monitors radio, telephones and on-road provision of service for quality
Responsible for influencing positive employee morale and quality customer service
May assign trips to drivers to assure adequate disbursement of trips between all assigned routes
Monitors daily system performance
Participate in analysis and review of operating performance
Notes closed and/or late starting of routes and communicates same to Dispatch Supervisors and/or Dispatch Managers as appropriate
Ability to answer phones in a consistent manner
Documentation, data entry, organization and problem-solving skills are imperative
Ensure a professional attitude is maintained both with clients, ridership and the Customer Service team
Must have strong MS Office suite skills and strong attention to detail both for written reports and data entry duties
Ability to communicate professionally and effectively at all levels and ensure workload is completed in a timely manner
Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast pace environment
Must provide excellent customer service at all times
Reliable in attendance
All other duties, as assigned

Other Requirements

High School diploma or equivalent
Two (2) years of Customer Service experience is preferred
Able to work in a fast-paced environment
Demonstrate a high level of customer service
Possess excellent decision-making skills
Able to demonstrate professional phone manner
Computer experience.
Knowledge of the service area is a plus

What you will be doing

Take client calls and communicates issues with drivers and Dispatch Supervisors or Dispatch Managers as appropriate
Communicate on a regular basis with client staff and operations staff to ensure customer service efforts meet the demands of the contract and the client
Answer passenger calls collecting all necessary trip information for the permissible time period
Provide system information including eligibility, service area, fares, and system use to all interested parties
Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate
Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel
Communicate to the clients all passenger issues, concerns or complaints
Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries
Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
Maintain accurate records and appropriate filing systems

Training (please convert all times to reflect in your time zone)

*All dates and times are tentative and are subject to change*

Orientation: Friday January 5, 2024 (30-45 Minute session)

Orientation time: TBD

Training Dates: Monday January 8, 2024 – Friday January 12, 2024 and Monday January 15, 2024- Friday January 19, 2024 (40 hours a week for a total of 80 training hours)

Training Times:  TBD

All training is paid (orientation, any self paced training and live training are all paid events)

Pay Rate

$17.50 – $20.00 per hour (depending on qualifications and experience)
This is an employee position (W2)
Biweekly pay via direct deposit
Shifts

Pick your own hours for a minimum of 25 up to 40 hours per week scheduled in 1-hour increments with the possibility of weekend hours
The call center is open 7:30am pst to 5:30pm pst 7 days a week

Benefits

Paid time off (PTO)
Health/Medical & Dental insurance is available after 60 days worked

Technical Requirements

Laptop or Desktop Computer running Windows 10 or higher (no Windows 7 or 8.1). WE DO NOT SUPPORT MACs, Chromebooks or Tablet/iPads
DSL or Cable internet (Wireless and Satellite are not compatible with our software)
Current antivirus
Installed operational firewall
High-speed internet connected to a US based ISP
USB headset with microphone with mute button (NO WIRELESS HEADSETS)
Google Chrome or Internet Explorer browser
WE DO NOT SUPPLY EQUIPMENT, YOU ARE RESPONSIBLE FOR YOUR OWN EQUIPMENT AND INTERNET SERVICE

YOU MUST RESIDE IN KING COUNTY LOCATED IN WASHINGTON. IF YOU DO NOT RESIDE IN KING COUNTY, PLEASE DO NOT APPLY AS YOUR APPLICATION WILL NOT BE VIEWED.

*If you are selected, your offer is contingent upon successfully completing and passing a background check.

Currently, Apple computers (Mac laptop or desktop) and Chromebooks are not compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.