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Title: Call Center Manager
Company: First Transit
Location: Richmond, Virginia
Job Status: Full-time
Job ID: 122182
Job Purpose or Scope:
Interacts with customers and client to provide and process information in response to inquiries, concerns, and requests about services. Also interacts with all employees for payroll and benefits.

Major Responsibilities:
  • Deals directly with customers either by telephone, electronically, or face-to-face.

  • Responds promptly to customer inquiries.

  • Resolves customer complaints.

  • Identifies and escalates priority issues.

  • Obtains and evaluates all relevant information to handle inquiries and complaints.

  • Directs requests and unresolved issues to the designated resources.

  • Follows up customer calls where necessary.

  • Records details of inquiries, comments, and complaints. Will participate in Monthly Complaint meeting with client and CAC meetings quarterly.

  • Handles inputting and checking for mistakes in ADP. Manages employees being paid for time worked and vacation.

  • Communicates and coordinates with internal departments.

  • Manages the workforce in the inbound call center.

  • Manages the tape requests and deliveries.

  • Provides customers with service information.

  • Works with GM to make sure payroll is entered correctly and submitted on time every pay cycle

  • Handles all of the reporting such as NTD and other weekly and monthly reports for the client

Experience & Skills Required:
  • Knowledge of customers service principles and practices.

  • Knowledge of relevant computer applications. (Route Match and ADP) Ability to type.

  • Knowledge of administrative procedures.

  • Numeric, oral, and written language applications

  • Interpersonal skills

  • Communication skills – verbal and written

  • Listening skills

  • Problem analysis and problem-solving

  • Attention to detail and accuracy

  • Data collection

  • Customer service orientation

  • Adaptability

  • Stress tolerance

  • Work well with other people

FirstGroup is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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