Customer Service Representative (CSR) in Fitchburg, MA at Jobs | Lyneer Staffing

Date Posted: 2/22/2018

Job Snapshot

Job Description

Full-time 37.5/hours/week with mandatory overtime

Pay Rate : $12/HR

Essential Duties and Responsibilities:

  • Use SNS Computerized Routing & Planning Software, to schedule passenger routes
    in accordance with service requirements
  • Communicate extensively with contracted transportation vendors via phone regarding regular changes, additions,cancellations, service expectations, etc.
  • Understand customer expectations, special needs population, and vendor service requirements
  • Maintain a comprehensive and accurate database of program schedules by area, vendor vehicle
    configurations and client files related to special needs requirements.
  • Provides follow up calls to clients
  • Perform other duties as assigned by Team Lead
  • Maintain compliance with all company policies and procedures

When duties and responsibilities change and develop the job description will be reviewed and subject to changes of business necessity.


  • Excellent verbal and written communication skills, including a sound knowledge of telephone etiquette
  • Excellent computer proficiency (MS Office - Word, Excel and Outlook).
  • Must have critical thinking, and problem solving skills, ability to manage difficult client/vendor situations
  • Ability to treat people with respect under all circumstances
  • Ability to adapt to changes, meet the changing demands of the work environment, any delays or other unexpected demands.
  • Punctuality
  • Dependability; to follow instructions as well as take responsibility for own actions
  • Ability to work well as part of a team
  • Attention to detail
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude
  • Ability to maintain a high level of confidentiality

Education and/or Work Experience Requirements:

  • High school diploma or GED required
  • Prior call center/scheduling experience preferred
  • Good data entry and typing skills

Physical Requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
  • Must be able to talk, listen and speak clearly on telephone
  • Able to sit for long periods of time
  • Ability to view computer monitor for extended periods of time
  • Ability to work in a busy, high-stress environment
  • Ability to work extended hours