Customer Care Agent II

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.

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).

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..

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

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

Qualifications (required) :

Desirable Experience :

Working Conditions :

 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.