Position: Client Relations Associate
Schedule: Flexible schedule based on 6-8 hr days between Monday and Friday.
Days and Hours Flexible
Review: 90 Days/Annual
Date: 1/18/24
Location: Arlington/Boston, MA
Reporting to: Customer Service Representative
Company Overview: ATS is a leader in passenger transportation services. Delivering customized solutions to meet the para-transit, shuttle, school and charter needs of both public and private customers.
Site Profile: ATS takes great pride in our New England operation. Since 2004 ATS has grown to provide services to 45+ public and private clients. Including more than 10 VA hospitals and
Outpatient Clinics. Providing a vital link between patients and their medical, social and
Activities of Daily Living services. ATS has safely delivered more than 1,000,000 trips and traveled millions of miles in service to our nation’s veterans and others.
Goal: Delivery of exceptional service to the client and riders in partnership with the community.
Position Description: The Customer Service Representative is responsible for five key areas:
1. Customer Service – Cheerfully answering phone inquiries from new and existing passengers. This position serves as voice, and often face of ATS. To be successful, the
Customer Service Representative should exhibit a work ethic and dedication that exemplifies the ATS mission of service excellence. Each phone call, request, in-person interaction must be a consistently pleasant and professional experience. An exemplary customer experience is essential to our success.
Daily customer service activities will include; passenger registration, trip reservations, data base management as well as responding to inquiries.
2. Reservations – The Customer Service Representative will support all aspects of customer service including of clients, demonstrate phone etiquette and demonstrated quality control monitoring. The objective is to support and build ATS’ reputation as a leader in the industry and a model for customer service excellence.
Participate in the investigation of concerns from all sources (online, phone, text message or in writing). Document all relevant information and forward to the Customer Service
Manager for review and analysis of probable cause(s). When asked, speak to the concerned party.
3. Follow up on passenger calls, concerns and compliments.
4. Coordinate and manage the bi-annual Customer Survey Project
5. Coordinate and manage the Internship Program
Duties & Responsibilities: other than those aforementioned
To be discussed
REQUIREMENTS:
Education and Experience:
- Bachelor’s Degree or equivalent experience in Business Administration, or related field
- 2+years transportation or related professional experience.
- Cost control and financial/budget experience.
Necessary Knowledge, Skills and Abilities:
- Excellent communication skills, both written and verbal.
- Organized and able to handle multiple projects.
- Exceeds established goals and objectives.
- Must demonstrate poise, tact, diplomacy and discretion.
- Excellent customer service and interpersonal skills.
- Must be detail oriented and possess effective time management skills.
- Must be a self-starter and highly motivated.
- Must be proficient in Microsoft Office software applications.
PHYSICAL DEMANDS:
The physical demands described here are representatives of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Approximately 80-95% of the daily work schedule is accomplished in doors and in air conditioned or well ventilated facilities.
- Approximately 5-20% of the daily work schedule is accomplished out-doors in all seasons and weather conditions.
Job Types: Full-time, Part-time
Pay: $22.00 - $24.00 per hour
Expected hours: 25 – 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Education:
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
- Data Entry: 1 year (Preferred)
Work Location: In person