Transportation Customer Service Agent, Tier 2

NICE Global is a fun, dynamic and innovative company driven by performance. With over 30 years of combined experience, NICE consists of an all-star team dedicated to ensuring that we retain, train and deploy the highest talent possible.

Position Summary:

The Transportation Customer Service Agent Tier 2 will be responsible for handling real time customer service requests using phone and email contact mediums. This agent will be responsible for supporting customers with new and existing orders, as well as facilitating effective and efficient resolutions to customer inquiries. The Transportation Customer Service Agent will use their thorough knowledge of proprietary systems to convey information to end users by utilizing appropriate phone and email etiquette. This role will also act as a gateway to escalate more complex issues, or issues falling outside of their immediate scope of work, to higher or more task appropriate teams in a clear and direct manner.  

Flexible Work Hours: 6am-11pm Must be able to work on weekends. 

Primary Responsibilities:

•  Process customer inquiries on available routes, stops, pricing and answer all general inquires in a professional and efficient manner.
• Responsible for assisting customers with support services through both voice (phone) and email mediums.
• Use knowledge of proprietary systems to facilitate end user access and ensure proper function and configuration of customer accounts.
• Assist customers with online ticketing and advise of available purchasing options.
• Communicate effectively and efficiently, using proper spelling, grammar and punctuation.
• Provide a high level of support service, both in real time and offline, while meeting or exceeding stated department goals for SLA, handle and response times.
• Observe proper escalation protocols when sending severe issues to higher level or task appropriate support teams.
• Provide clear and concise instructions to resolve user queries.
• Contribute to knowledge sharing by writing documentation of unique cases.
• Assist users with navigation and functionality of pertinent systems, customer facing websites and portals.
• Effectively work in a team environment and collaborate with team members on complex issues.

 Essential Entry Requirements:

•  The successful candidate must have the following qualifications and/or in-depth knowledge of the practical use of the following:
• Minimum of 4 CXC subjects (Math and English included) or equivalent education.
• Be 18 years or older
• Must have a valid Government issued ID
• Have the ability to work extended hours, weekends and public holidays
• One (1) + year experience in applicable discipline including customer service.
• Appointment setting, ticketing, transportation, airline, reservation experiences a plus!
• Must possess an analytical nature and strong problem solving skills.  
• Working knowledge of internet browsers and Windows based platforms.
• Have a solid working knowledge of Windows Operating Systems – Win XP/ Vista/ Win7/ Win 8 / Win 10.
• Must pass a computer competency exam.
• Able to type 30 words per minute.
• Excellent organizational skills and multi-tasking capabilities.
• Strong work ethic and strict schedule adherence is a must!
• Ability to work under moderate supervision and be self-motivated.
• Must be flexible and able to quickly adapt to changes in a dynamic working environment.  
• Excellent verbal and written communication skills; ability to document complex information into clear, high-level summaries.

Benefits Of Working For NICE Includes: 

• Paid Training
• Subsidized Lunch/Beverages
• Free Round-Trip Transportation From Downtown
• Health And Life Insurance Eligibility (After 120 Days)
• Employee Referral Bonus Program
• Employee engagement activities
• Potential for KPI performance incentives.
• Upward mobility.

  Thank you for your application!