Customer Service Associate

EZ Ride is a non-profit, public-private partnership that strives to improve the quality of life for people in New Jersey by providing transportation services for commuters, older adults, and people with reduced mobility.

The Customer Service Associate will be trained for three (3) months to learn the basic functions of Customer Service related to our Shuttle Operations and EZRyde4Life programs. After three months, s/he will understand the EZRyde4Life program, answer all customer service calls, and perform pre-trip and post-trip inspections developed during the training period.

Job Duties:

1. Shuttle Operations

· Assist with signing drivers in and out in the dispatcher area, ensuring each is given all clipboards, phones, and keys.

· Assist with ensuring all shuttles are dispatched in a timely manner

· Monitor progress of each shuttle over GPS (Lytx, Transware) consoles and Shuttle Tracking module

· Maintain full updated knowledge of all shuttle route procedures to quickly take incoming calls

· Log all calls to/from each driver and rider

· Conduct post-inspection of all returning vehicles in presence of the drivers indicating all issues to them and reporting on the Inspection form including informing the Dispatcher

· Guide the drivers while backing up in their parking space

· Check with drivers for any issues related to customers, shuttle scheduling, and report the same to management promptly.

· Assist in the mopping and sweeping and ensure cleanliness of all vehicles upon return

2. Customer Service

· Receive new client application via phone and enter in Transware

· Effectively manage large amounts of incoming calls

· Build sustainable relationships through open communication

· Handle complaints and follow up to ensure resolution

· Analyze data and produce reports.

· Follow communication procedures, guidelines and policies

· Assist the customer service department as needed.

· Answer Ryde4Life phones by the third ring, each time with a smile in your voice.

· Monitor client trips on Lyft and Uber platforms.

· Ensure drivers accurately follow routes to clients and contact them if they appear to be having an issue. Professionally assist the driver to connect them with the client.

· Accurately enter all ride-related data in computer system.

· Respond to, document, and investigate any incident / dispute and follow up on any cancellations using standard operating procedures that have been created for this purpose.

· Provide appropriate responses to clients in accordance with company policies and procedures with the highest customer service attitude.

· Effectively communicate with each client to ensure they are fully informed regarding the services being provided, including the name of their driver, color, and type of the vehicle and how long their wait will be.

· Any other tasks as may be assigned.

3. Miscellaneous

· Attend Shuttle Team meeting – once every week

· Attend EZRyde4Life meeting – once every week

· Work on one day/night over the weekends, if required.

· Work with other dispatchers for covering all shifts and operational needs

· Assist with data entry of shuttle ridership, drivers’ Duty Hours, performance folders filing and scanning of documents

· Take initiative to ensure all aspects of dispatch are fully implemented at EZ Ride

· Continue to work on improving job skills by attending one training session every month and submitting memo with key learning points

· Any other tasks as may be assigned

EDUCATION, EXPERIENCE AND SKILLS REQUIRED OR DESIRABLE:

Education and Work Experience Required

1. Minimum High School Diploma; Associate Degree preferred

2. 2-year experience with Customer service or Operations

Skills Required

1. Proficiency in Microsoft Office Suite

2. Excellent verbal and written communication skills

3. Ability to speak Spanish/ Bilingual

4. Proven customer support experience

5. Reliable and dependable work ethic

6. Advanced time management skills

7. Must be organized, motivated, and self-starter, ready to take on new challenges.

WORK SCHEDULE:

• Monday to Sunday from 8:00 AM – 5:30 PM (scheduled 5 days a week)

If you are interested and would like to apply for the position, please send your resume via Indeed:

Contact HR: (201) 939-4242, option 9, Ext 138.

Equal Employment Opportunity Employer

Pay: From $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 4 hour shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person