Job Description
Job Description
Who we are:
ITRCC is dedicated to delivering outstanding customer service that is built around our core values: Community, Actions, Reliability, Excellence, and Safety. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting.
"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.”
Why we’re different:
ITRCC’s efficiency relies on our team members; at the ITRCC you won’t just be part of a company, you will be part of a family who respects their members and strives to cultivate sustainability. We are actively involved in the community, care for the wellbeing of our team members and understand the importance of work/life balance.
Summary:
Incumbent provides efficient, professional and friendly customer support to patrons through multiple channels of communication.
Relationships:
• Internal and external ITRCC customers
• Customer Care Assistant Manager
Responsibilities:
•General:
o Performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC’s safety culture, attends all safety training, and completes all compliance trainings as required by ITRCC.
o Upholds ITRCC’s core values: Community, Actions, Reliability, Excellence and Safety (CARES).
•Level 1(including General):
o Interaction handling and account management within the CRM. (calls and emails)
o Administrative tasks such as mailing items out to patrons and receiving mail from patrons.
o Handle all refunds/dispute investigations.
o Assists with front desk, mail and lost and found.
o All other duties as assigned..
•Level 2 (including level 1):
o Processes charge backs and reconciles refunds.
o Assists agents with interactions and handle interaction escalation.
o Manages internal (non-revenue) accounts.
o Assists in agent training.
o Qualification: Customer Experience Certification
•Level 3 (including level 2):
o Audits CRM-PowerBI reporting.
o Processes GP orders and requisitions – Proforma
o Audits call/email interactions.
o Assists CCAM with end of month reporting.
o Assists CCAM with employee performance management.
o Serves as Lead for Level 1 & 2 agents.
o Qualification: Customer Experience Certification
o *Tier changes can happen if the employee meets the qualifications during the next review period.
Qualifications (required):
• Knowledge of English grammar, spelling, and punctuation
• Proficient in Microsoft Office and virtual messaging platforms (Teams/Zoom, etc.)
• Ability to multi-task in a high paced environment
• Strong interpersonal skills with the ability to communicate effectively with internal and external customers
• Ability to maintain personal composure and tactfully handle difficult situations in a professional manner
Desirable Experience:
• Level 1: 1-2 years of relevant work experience
• Level 2: 3-4 years of relevant work experience
• Level 3: 5+ years of relevant work experience
Working Conditions:
•This position requires: (Frequent est. 5 hrs per shift)
Frequent sitting
Frequent talking and hearing
Light physical effort
Heavy computer and phone usage
In-office 5 business days per week
9AM-5PM, 40 hours. Pay range will depend on experience.