Customer Service Representative

Company: Bicycle Transit Systems Inc
Location: Las Vegas
Posted on: May 16, 2022

Job Description:

Job DescriptionJob Title: Customer Service Representative (Bilingual Preferred) Location: Remote position- *must be in metropolitan areas of Philadelphia PA, Los Angeles CA or Las Vegas NV*Reports to: Customer Service Manager Type: Full-Time, Permanent Hours: Tuesday-Saturday 1:30-10:00pm EST/10:30am-7:00pm PTFounded in 2014, Bike Transit is a woman-owned business that operates and manages the Philadelphia, Los Angeles and Las Vegas bike share programs as well as a nation-wide customer service call center. Our mission is to operate bike share systems that create connections in our communities and protect our planet. Bike Transit employees provide safe, seamless, reliable, and memorable customer experiences, and create mutually-rewarding relationships with our riders, suppliers, and clients. We are currently looking for a dedicated Customer Service Representative to join our team! Customer Service Representatives support bike share customers across multiple systems. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. This is an entry level position, with room for advancement based on performance. *Position will work remote/from home; applicants must be located in metropolitan areas of Philadelphia, Los Angeles or Las Vegas* Duties and Responsibilities:

• Respond to all customers and potential customers in a timely, professional, and enthusiastic manner via multiple channels, including but not limited to phone, email, text messaging, and live chat
• Assist all customers with the highest level of customer support
• Investigate customer service issues and find solutions
• Complete detailed customer service tickets for all customer interactions
• Inspire customers to become and remain passholders, and create a lasting positive impression
• Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits
• Effectively use customer service software to complete clear and thorough documentation for all customer interactions
• Fulfill and mail new passes and membership welcome packets
• Follow Standard Operating Procedures
• Escalate issues to management as appropriate, including but not limited to customer concerns and updates to policies and procedures
• Keep abreast of new company products and services
• Other duties as assigned Education and/or Work Experience Requirements:
  • Minimum two years of related experience
  • Bilingual English/Spanish proficiency preferred
  • Positive and upbeat attitude
  • Ability to problem solve and remain calm under pressure
  • Ability to prioritize and multi-task in a rapidly changing and fast-paced environment
  • Excellent written and verbal communication skills
  • Excellent organization skills and ability to meet deadlines
  • Strong computer/software skills
  • Self-starter
  • Interest in bike share a plus
  • Comfort riding a bike in the city a plus
  • Must be able to work flexible hours, including nights, weekends, and holidays
  • Must be able to type, speak/hear on the phone, and use equipment including but not limited to headsets Physical Requirements and Special Demands:
    • This position will be expected to work 30+ hours, subject to seasonal fluctuations and staffing needs. Shift hours will be 1:30-10:00pm EST/10:30am-7:00pm PT (Tuesday to Saturday) after initial 30-day training period. Remote/work from home is required. (Schedule subject to change based upon business needs)
    • Attend weekly team meetings virtually as scheduled.
    • Requires a reliable internet connection and an environment to take calls where quiet & customer privacy can be assured
    • Candidates will be required to show proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.A few of the benefits we offer:
      • Competitive compensation package
      • Affordable medical, dental and vision insurance options
      • 401k with up to 4% employer match
      • 15 days PTO and 10 paid company holidays per year
      • Paid parental leave
      • Free bike share memberships*Please be prepared to provide up to 3 professional references* We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
        
        Equal Opportunity Employer M/F/V/D

Keywords: Bicycle Transit Systems Inc, Las Vegas , Customer Service Representative, Sales , Las Vegas, Nevada