Customer Service Representative – Philadelphia – Bicycle Transit Systems

Job description
Summary: Bicycle Transit Systems is a national leader in urban bike share implementation and operations. With the most experienced team in the industry, Bike Transit Systems brings a data-driven approach to the planning, implementation, and operation of bike share programs. We pride ourselves on creating close partnerships with our municipal clients and delivering highly successful programs to the cities we serve.

In partnership with the City of Philadelphia, Bicycle Transit Systems launched Philadelphia’s Bike Share system, Indego, in April 2015 with 70 stations and 700 bikes. Expansion is planned for Spring 2016 growing the system to about 100 stations with 1,000 bikes. Our mission is to make bike share a healthy, easy, accessible and enjoyable way to get around Philadelphia.

Customer Service Representatives provide front-line customer support for Indego riders. Under the guidance of the Customer Service Manager, you will be responsible for the day to day handling of customer service inquiries through email and phone. Customer service issues include bike maintenance requests, updating of billing details and membership activation requests. You will become experts in all areas of bike sharing. In addition you will provide all potential riders with information about monthly and yearly passes and pricing. Our call center operates between 7am and 10pm, 7 days a week. Customer Service Representatives are required to work hours outside of Monday to Friday, 9-5. We are looking for energetic candidates with a passion for bikes, sustainability, and Philadelphia.

Duties and Responsibilities:
Work under the guidance of the Customer Service Manager and Customer Service Supervisors.
Respond to all customer concerns in a timely and professional manner.
Assist all members and riders with the highest level of customer support.
Assist all potential members with up to date information on membership offers.
Effectively troubleshoot and communicate station issues/concerns with Dispatch and Operations teams.
Complete detailed customer service summaries and log maintenance issues.
Other duties as assigned.

Qualifications:
Fluency in English and Spanish.
Minimum 1 year experience in a similar role.
Excellent written and verbal communication skills.
Excellent organization skills and ability to meet deadlines.
Strong computer skills.
Background and understanding of call center technology.
Ability to work a flexible schedule.
Self-starter and problem solver.
Interest in bike share a plus.
Salary range:

$13/hour, increasing to $14 after a 90 day period.
Type of Position:

Full Time and Part Time positions available.

Full Time Benefits:
Health care
Paid time off and holidays
Incentives for riding or walking to work
Discounts on bike parts and accessories

Part Time Benefits:
Paid sick leave
Time-and-a-half for holidays
Incentives for riding or walking to work
Discounts on bike parts and accessories

Reports to:
Customer Service Supervisor and Customer Service Manager

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as; computers, phones, and photocopiers.

Physical Demands:
This role is largely sedentary. However some demands may require bending and standing as necessary.

How to apply
To Apply:
Applications must include a cover letter detailing your ability to meet the qualifications and why you are interested in the position, your resume, and three references. All applications must be emailed to jobs@bicycletransit.com. Please be sure to include the position title, Bi-lingual Customer Service Representative, in the subject line.

Bicycle Transit Systems is 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.

Equal Opportunity Employer M/F/V/D.

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