Interface with customers, drivers and other Bolt Bus management team members to ensure best possible customer experience for our customers, ensures that all customer service issues are resolved as quickly as possible so as to not adversely affect the customer experience when utilizing our services.
Main point of contact for all customers via telephone (through on toll-free number for customers and operations personnel) and for all written correspondences (via both Email and U.S. Mail).
Interfaces with customer both verbally and in writing (e.g., makes outbound calls and/or sends written correspondence to customers for all bus cancellations due to weather, mechanical issues or other customer service issues as required); also rebooks reservations for customers and/or issues refunds as appropriate under company policy due to these type of issues occurring.
Determines whether customer issues are valid by verifying all travel information within system (e.g., verifies via Bolt Bus website that the person paid on-line for the travel or cash payment to driver) and determines appropriate resolution to customer issue within established guidelines.
Resolves all customer complaints (e.g., mostly ticket related issues) in an expeditious manner and is authorized to refund customers travel or provide other compensation as required within established operational guidelines.
Is the primary point of contact for all Bolt Bus drivers and management team members regarding all customer reservations.
Skills and Experience
High School diploma or equivalent
Some college (Preferred)
Must be familiar with Microsoft Office Software package, e.g., Word, Excel, Internet Explorer and Outlook
Must have 3 years of customer service/problem resolution experience (preferably both verbal and written experiences)
Must have solid interpersonal skills in order to effectively communicate both verbally and written, with our customers.
Must be able to exercise good listening skills, considerable diplomacy, judgment and discretion in establishing and maintaining good working relationships with all internal and external customers and other company departments.
Must have good decision making and documentation skills in order to resolve and document all customer issues as expeditiously as possible.
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Equal Opportunity Employer
FirstGroup - 17 months ago