The Customer Service Representative is responsible for delivering exceptional service to CDOT transit passengers, addressing inquiries, assisting with ticketing questions, and providing travel information. Reporting to the Customer Service Supervisor and working closely with Operations, the Customer Service Representative ensures a positive customer experience by resolving issues promptly and efficiently. This role requires exceptional communication skills, a customer-focused attitude, and the ability to work in a fast-paced environment while adhering to company policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Although additional duties and related tasks may be assigned, the essential duties and responsibilities of this position include the following:
- Manage high-volume inbound passenger inquiries via multiple channels (phones, emails, web, social media) addressing ticket requests, service information, route schedules, pricing, and refunds
- Manage the Bustang social media channels, responding to customer queries and feedback in a timely and professional manner
- Assist passengers in navigating CDOT ticketing systems and provide multi-platform support
- Maintain awareness of current road conditions through online monitoring and effective communication with Bustang Dispatch and Street Supervisors in order to provide real time information to the public regarding delays, road closures and other service impacts.
- Maintain knowledge of all CDOT route operations and planned pick-up locations
- Alert management to unresolved service concerns and disruption
- Record customer interactions, transactions, comments, and complaints accurately.
- Deliver outstanding customer service to engage and assist customers effectively.
- Understanding of all ADA requirements and Bustang policies for public transit, including the use of service animals
- Coordinate with Operations on ADA requests and instructions
ADDITIONAL JOB RESPONSIBILITIES
- Assist in streamlining daily business operations.
- Timely resolution of client concerns and complaints.
- Cultivate positive client relationships to foster sustainable business connections.
- Maintain a cooperative and professional relationship with colleagues.
- Assist in projects or additional tasks across departments as required.
- Cross training with Bustang Dispatch for potential coverage needs.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, competency, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience
- High School Diploma or equivalent.
Language Skills
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skill
- Demonstrates strong general math skills such as adding, subtracting, multiplying, and dividing whole numbers, fractions, and decimals. Performs these operations with units of American currency, Regular and Military time, and imperial measurements of weight, volume, and distance.
Reasoning Skills
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Core Competencies
To perform the job successfully, an individual should demonstrate the following competencies.
- Must be both an independent thinker and a team player.
- Excellent communication (verbal, non-verbal, and written) and interpersonal skills.
- Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Strong analytical, conceptualization, interpretation, and critical thinking skills.
- Must be detail oriented.
- Self-motivated with a sense of urgency, and readily acclimatizing to an ever-changing environment.
- Uses sound reason and judgement; calmly deals with problems involving co-workers, clients, and customers.
- Treats others respectfully and tactfully.
- Contributes to building a positive, collaborative team environment.
- Prioritizes workload, self-manages projects, handles multiple tasks, manages competing demands, and meets strict deadlines.
- Seeks to expand role and help team by volunteering readily, seeking increased responsibilities, and asking for help when needed.
- Works with integrity and ethics that inspires trust and confidence in all activities.
- Upholds organizational values.
Computer Skills
- To perform this job successfully, an individual should have a working knowledge of the following software applications, and proficiency as indicated below.
Software:
- iPhone or Android cellular phone/tablet PCs
- Google Maps, Waze, or other map/routing application
- Microsoft Office Software to include Word, Excel, Outlook, PowerPoint
Other Qualifications
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
PAY AND BENEFITS
- Starting pay rate: $22.25 – $24.25 per hour
- $2,000 sign-on bonus for full-time employees
- Overtime eligible – time and a half over 40 hours
- Paid bi-weekly
- Health Insurance (Eligibility the 1st of the month after 30 days of employment)
- Medical – Great rate at only $59 per pay period for single coverage (eligible 1st of the month after 30 day of employment)
- Dental
- Vision
- Paid Time Off – start accruing immediately – at 3 hours per pay period or 2 weeks a year with option to rollover
- 8 paid Holidayy
- 401K retirement plan with dollar for dollar match up to 4% (Vested Immediately)
- Job Type: Full Time
About Our Company:
ACE Express Coaches (ACE) is Colorado’s premier passenger transportation company with one of the largest fleets in the state. ACE is part of CDOT public transit network, fully responsible for the operations of Bustang, Outrider, and Pegasus fleets. ACE, also, provides transportation services to United Airlines Pilots to the flight training center as well as a wide range of universities, high schools, and pro sports teams. ACE Express Coaches is part of All Aboard America! Holdings (AAAHI), the 4th largest motorcoach company in the US, with a network of independent brands from California to the Gulf Coast. Our humble roots have taught us that anything is possible if we collaborate, think strategically, challenge prevailing assumptions, make no excuses, never give in against the odds and embrace a strong work ethic with unwavering integrity, and an unabashed desire to be great.
At Ace Express Coaches, we value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. Similarly, Ace Express Coaches will not tolerate discrimination or harassment based on any of these characteristics. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to improve on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
