Customer Service Agent - Herzog

TransitAmerica Services, Inc./Alternate Concepts Inc., a Joint Venture (TASI/ACI) is looking for talented people to join our team. We offer an exciting work environment with excellent opportunities for development and advancement. We consider employees our most asset and integral to our current and future success.

TransitAmerica Services, Inc. is currently looking for qualified Customer Service Agents to operate our customer service center in New Haven, CT, Hartford, CT, and Springfield, MA. 

Duties and Responsibilities:

*This is a non-exhaustive overview of the job duties for this position.

• Answer customer questions and assist in ticket sales through ticket vending machines and mobile app.
• Answer telephone inquiries.
• Provide timely service information regarding train schedules and any related delays.
• Responsible for updating all information/displays regarding trains and track numbers and all public-address announcements.
• Responsible for securing, transporting and logging lost and found items.
• Manage and maintain Customer Service database using Salesforce. Attempt to contact customers in a timely manner and dispose of unclaimed items according to company policy.
• Maintain/update any printed materials for all stations.
• Assist in processing refunds and contacting passengers to gather information.
• Assisting passengers in the station, boarding and alighting the train.
• Be responsible for providing outstanding, friendly, customer service to all stations.
• Required to disseminate information to the public related to the operation of the CTrail Intercity passenger rail service.
• Assist with the sale of tickets using cash; credit or debit cards; manage lost and found and address customer complaints, refunds, and concerns.
• This position will assist the Customer Service Manager and Office Manager with other duties as assigned.

• Regular and consistent engagement, participation and promotion of Herzog’s Culture and its essential behaviors are a requirement for this position.

• Regular and predictable attendance and punctuality are a requirement for this position.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• Bi-lingual in Spanish preferred but not required.
• Must have friendly, outgoing attitude and enjoy working with the public. Prior customer service experience is preferred.
• Connecticut Driver’s License preferred.
• Must be proficient in MSWord, Excel, and Outlook. Familiar with the use of mobile apps and Microsoft Teams
• Ability to compose well written emails that are clear and concise.
• Must be able to reconcile cash, credit and debit card transactions.

Pre-Employment Requirements:

• Subject to pre-employment background check and motor vehicle report review.
• Subject to pre-employment physical, medical evaluation, and drug screen.
• Successfully complete and maintain any required safety certification and testing on an annual basis.

Physical Requirements:

The physical demands described below must be met by an employee to successfully perform the essential job functions of this role. This is a non-exhaustive overview of the physical requirements of this job.

• Work primarily in an office environment.
• Frequently sits for extended periods of time.
• Frequently use a computer keyboard and office related equipment.
• Requires occasional standing, walking, lifting, stooping or bending.
• Must successfully pass color/vision examinations as required by the position.
• Must be able to hear and distinguish auditory signals as required by the position.

Safety:

• Herzog is nationally recognized for its excellent corporate safety record which results from all employees at all levels, in all positions adhering to established policies and procedures. Reporting any and all safety violations to your immediate supervisor is a prerequisite for continued employment. Safety diligence by all results in a safe work environment for all.

Benefits:

• Herzog offers a robust benefits package including medical and dental coverage. The plans are specific to projects and locations.

Why Herzog:

Founded in 1969, Herzog is headquartered in St. Joseph, Missouri, with a satellite office in Fort Worth, Texas.

Over the course of our 50+ year history, Herzog has become a national leader in the construction, operations and maintenance of commuter rail, light rail, streetcar, and freight rail projects. 

We believe our culture is at the heart of our existence. It is that belief which empowers every member of our professional family to act with purpose and passion as they advance their career throughout their personal pursuit of excellence.

Backed by over five decades of experience, Herzog delivers exceptional customer service and elite results. 

Our success is the outcome of our relentless pursuit of excellence, our passion for our customers, safety without compromise, and a deep-rooted belief in the power of team.

We invite you to join us on our journey to excellence as we work to be better today than yesterday and better tomorrow than today.

It is the policy of TransitAmerica Services, Inc. to provide equal opportunity in employment for all qualified individuals regardless of race, color, religion, ethnicity, national origin, ancestry, disability, medical condition, age, citizenship, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, genetic information, military status, veteran status, and any other characteristic protected by law.