Department: Administration
Status: Part-Time
Reports To: Customer Service Manager
Location: Chattanooga, Tennessee
Pay Rate: $21.69/non-exempt
Summary:
The Call Center Representative plays a key role in delivering outstanding customer service to CARTA riders by managing incoming calls, scheduling reservations, assisting with trip details, and handling general inquiries. This position serves both the general public and the ADA community, ensuring accessible, efficient, and courteous service in a high-volume call center environment.
Essential Duties and Responsibilities:
Other duties may be assigned that are in keeping with the goals and objectives of CARTA.
Customer Service & Communication
- Answer and manage a high volume of inbound calls with professionalism and courtesy.
- Greet callers, determine their needs, and route them appropriately.
- Provide accurate information regarding services, schedules, and procedures.
- Use ACD (Automatic Call Distributor) phone system and booking scripts for varied call types.
- Maintain a calm, respectful, and professional demeanor during stressful situations.
- Support riders with trip scheduling, cancellations, and estimated arrival times (ETAs).
Reservation Management
- Schedule CARTA’s demand response and paratransit (Care-A-Van) services.
- Properly negotiate booking requests for efficient trip routing.
- Ensure accurate and timely data entry into scheduling systems.
- Minimize booking errors and maintain high service standards.
Compliance & Records
- Verify eligibility for ADA paratransit services.
- Ensure compliance with ADA guidelines and federal, state, and local transportation regulations.
- Maintain detailed records of customer interactions and updates to rider accounts.
Collaboration & Coordination
- Work closely with schedulers, dispatchers, and eligibility staff to ensure seamless service.
- Assist with trip scheduling production and special customer needs.
Qualifications:
Education:
- High school diploma or equivalent required.
- Associate’s degree preferred.
Experience:
- Minimum 5 years of professional customer service experience required.
- Experience in call center operations, transportation services, or ADA-related roles is preferred.
Skills:
- Strong knowledge of Chattanooga and Hamilton County areas.
- Clear telephone voice with excellent verbal communication and active listening skills.
- Proficient in Microsoft Office and scheduling/data entry systems.
- Ability to multitask and handle high call volumes with accuracy and efficiency.
- Excellent organizational skills and attention to detail.
- Motivated self-starter who works well independently and in a team environment.
- Ability to work evenings, weekends, and holidays as needed.
Work Environment:
- Office-based call center environment.
- Requires extended periods of sitting, computer, and phone use.
- Must maintain professional appearance and conduct.