Customer Service Representative - Mid Shift (1:30PM - 10:00PM)

Job Title: Customer Service Representative 

Location: Philadelphia, PA (Remote/Work from home) 

Reports to: Customer Service Manager  

Type: Full-Time, Permanent  

Hours: 1:30PM - 10:00PM (Tuesday - Saturday)

Bicycle Transit Systems (Bike Transit) was established in 2013 and currently operates bike share systems in Philadelphia, Los Angeles, and Las Vegas. Our mission is to help communities become greener, healthier, and more connected by operating highly-utilized, financially sustainable bike share systems. Bike Transit employees provide safe, seamless, reliable, and memorable customer experiences, and create mutually-rewarding relationships with our riders, suppliers, and clients. We have an incredible internal culture that emphasizes being innovative, inclusive, responsible, and fun, and are looking for a talented Customer Service Representative to join our team!  

Customer Service Representatives work in our Philadelphia-based customer service center* to support bike share customers across multiple systems. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. This is an entry level position, with room for advancement based on performance. *Position will work remote/from home, office visits will be on a strict as needed basis*  

Duties and Responsibilities:    

• Respond to all customers and potential customers in a timely, professional, and enthusiastic manner via multiple channels, including but not limited to phone, email, text messaging, and live chat  
• Assist all customers with the highest level of customer support  
• Investigate customer service issues and find solutions  
• Complete detailed customer service tickets for all customer interactions  
• Inspire customers to become and remain passholders, and create a lasting positive impression  
• Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits  
• Effectively use customer service software to complete clear and thorough documentation for all customer interactions  
• Fulfill and mail new passes and membership welcome packets  
• Follow Standard Operating Procedures  
• Escalate issues to management as appropriate, including but not limited to customer concerns and updates to policies and procedures  
• Keep abreast of new company products and services  
• Other duties as assigned   

Education and/or Work Experience Requirements:   

• Minimum two years of related experience  
• Fluency in Spanish or Mandarin preferred
• Positive and upbeat attitude  
• Ability to problem solve and remain calm under pressure  
• Ability to prioritize and multi-task in a rapidly changing and fast-paced environment  
• Excellent written and verbal communication skills  
• Excellent organization skills and ability to meet deadlines  
• Strong computer/software skills  
• Self-starter  
• Interest in bike share a plus  
• Comfort riding a bike in the city a plus  
• Must be able to work flexible hours, including nights, weekends, and holidays  
• Must be able to type, speak/hear on the phone, and use equipment including but not limited to headsets   

Physical Requirements and Special Demands:   

• This position will be expected to work 30+ hours, subject to seasonal fluctuations and staffing needs. Shift hours will be 1:30PM - 10:00PM (Tuesday - Saturday) with some day time hours during the initial 30-day training period. Remote/work from home will be required.
• Attend weekly virtual team meetings as scheduled.  
• This position requires a reliable internet connection and an environment to take calls where quiet & customer privacy can be assured  

Applications must include a cover letter, a brief outline of your ability to meet the qualifications, and your current resume.  

We are 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