POSITION SUMMARY

Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service team. $19.18/Hourly starting wage. The ideal candidate will be skilled in professionally fielding customer service-related calls, multi-tasking across multiple platforms and have a passion for serving our local community. This position will be based at our Redmond Cascade East Transit Operations center. This is a great opportunity for someone who wants to work with a small, dedicated team and in an environment with steady, reasonable and consistent work hours. Come join the CET team and work for a growing organization connecting our Central Oregon community!

Role of Department:

The overarching purpose of COIC’s transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally-based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon’s residents, businesses, and visitors.

Job Purpose:

Receive calls, identify and obtain information necessary to determine transportation needs; provide information on transportation options and set up rides if appropriate. Process ride requests from clients and/or client representatives via telephone, email or fax. Determine appropriate ride type, pertinent information needed; correct billing for the ride and other necessary information for each call received to be properly processed. CSR will also enter all required information into the CET computer system for the local Dial-A-Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients.

COIC Mission:
COIC supports the region as a trusted leader and partner, helping communities identify and address their unique and common needs through collaboration, shared service delivery, technical assistance, information sharing, and resource development.

Diversity and Inclusion:
COIC values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected, and responded to in ways which elevates the delivery of our services to Central Oregon Communities.

FUNCTIONS, DUTIES AND RESPONSIBILITIES

This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

• Receive calls, identify and obtain information necessary to determine transportation needs;
• Provide appropriate information on transportation options and set up rides as appropriate;
• Process ride requests and information from clients, and/or client representatives via telephone, email or fax;
• Determine appropriate ride type, pertinent information needed; correct billing for the ride; and other necessary information for each call received to be properly processed;
• Enter all required information into the CET computer system for the local Dial-A-Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients;
• Assists in quality assurance monitoring and correction;
• Review future rides for error reduction;
• Receives comments, complaints, and other information related to the services provided by and coordinated through CET;
• As appropriate, record information in Customer Comment Forms (CCF’s). Notifies appropriate COIC staff member when an incident requires immediate or particular attention and assist in responding to the incident as directed by the CET QA CSR Lead;
• Assists in reviewing ride records to ensure all ride assignments and other program activities are justified at the level required for a program audit;
• Handles real-time troubleshooting issues regarding rides scheduled through CET. Potential troubleshooting issues include, but are not limited to, missed pickups, late pickups, lost drivers, missing clients, client complaints, provider complaints, and other situations that could affect the delivery of safe and reliable transportation to CET clients;
• Help train new staff members on the process and procedures for responding to ride requests, scheduling rides, using current CET software, and all other duties related to the position;
• Work with clients to help them know how to utilize CET to access appropriate transportation based on their need and eligibility, and to understand their rights and responsibilities within the various programs;
• Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc) to help them understand the mission and role of CET in coordinating transportation for Medicaid clients and local bus riders;
• Perform other duties as assigned.

Competencies

• Accountability – Accepts responsibility and is accountable for achieving results.
• Adaptability – Adapts to handle unexpected challenges. Responds positively to changes in direction and priorities, responsibilities, or assignments.
• Attention to Detail – Is thorough and accurate in all assignments. Diligently attends to details and maintains a high degree of quality in one’s work.
• Communication Skills – Possesses good verbal and written communication skills. Articulates thoughts clearly and effectively.
• Conflict Resolution – Embraces positive conflict and treats others with respect and dignity. Facilitates the development of creative solutions to conflict.
• Continuous Improvement – Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
• Critical Thinking – Approaches problem-solving with rigor, discipline, and analytical thinking. Thinks outside the box as needed.
• Customer Focus – Demonstrates ability and concern for delivering exceptional service to internal and external customers. Establishes and maintains effective relationships.
• Integrity & Trust – Complies with rules, regulations, and policies. Treats people with respect, maintain confidentiality, and inspires the trust of others.
• Motivating Others – Creates a positive work environment. Empowers others by allowing ownership of processes and tasks. Celebrates and rewards accomplishments.
• Personal and Professional Growth – Demonstrates continuous improvement, energy, creativity, and intellectual growth. Seeks out opportunities to learn and develop.
• Professionalism – Behaves in a business-like manner and performs responsibilities to the highest standards. Displays proper attitude, work attire, and interaction with others.
• Team Work – Works collaboratively with others, gets help when needed, shares knowledge, and contributes to a positive work environment.
• Time Management – Uses time effectively and efficiently. Prioritizes short- and long-term tasks against business objectives.
• Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

KNOWLEDGE, SKILLS AND QUALIFICATIONS

Qualifications:

• Proficiency with Microsoft Word and Excel;
• Must have the ability to work as part of a team;
• Ability to deal with a wide range of personalities, temperaments, and ability levels while maintaining a courteous and professional demeanor at all times;
• Ability to complete multiple tasks, occasionally under highly stressful and/or time-sensitive conditions;
• This position requires regular attendance with minimal unplanned leave;
• Must pass a criminal background and driving background check;
• Valid driver’s license and access to private vehicle or equivalent means of transportation;
• Must maintain client and agency confidentiality;
• Ability to manage time effectively and efficiently;
• Must have the ability to communicate and interact positively;
• Effective use of oral and written communication skill;
• Ability to speak and write in Spanish will be given special consideration;
• HIPAA Certification (provided by COIC).

EDUCATION, EXPERIENCE, CERTIFICATIONS AND LICENSES REQUIRED

Education Requirements:
High school diploma or equivalent plus three (3) year’s work experience in a related field, or the equivalent combination of education and experience in a related field may be substituted. Previous call center and/or customer service experience is highly considered.

Physical Requirements:
Mobility to work in a typical office setting; some walking, standing, stooping, occasional lifting up to 20 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation. May be required to drive a motor vehicle to travel to various work sites.

Working Conditions:
Usually well protected and free from hazards or obstacles. Little personal risk or hazard, working conditions are comfortable with only occasional confinement, temperature change, noise, or interactions of a disagreeable nature.

Exposure to Confidential Information: HIPAA

COIC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.