Customer Service Representative

Location:

Pearl City, Hawaii, United States

Job ID:

R0074075

Date Posted:

2025-01-28

Company Name:

HITACHI RAIL HONOLULU JV

Profession (Job Category):

Communications & Corporate Affairs

Job Schedule: 

Full time

Remote:

No

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Job Description:

Customer Service Job Expectations

• Collaborate with the Customer Service Information Manager (CSIM) to enhance customer service practices, reviewing departmental documents ensuring internal procedures are aligned with daily practices and industry.
• Use of Customer Relationship Management (CRM) applications, including Salesforce, to streamline customer interactions and improve service delivery.
  • Assist in defining and recording internal and external passenger KPIs to develop customer service improvement plans.
  • Daily follow-ups on open action items
  • Become closely acquainted with the back-end of the CRM application. Exhibit proficiency in the software via workflow understanding.
• Ensure effective collection of customer feedback in accordance with all relevant Work Instructions.
• Work with internal HRH Departments and subcontractors to promptly prepare and respond to customer feedback.
• Manage incoming calls and feedback submissions, prioritizing according to urgency and sequence.
• Assist with preparation and analysis of monthly reporting metrics.
• Analyze customer feedback and trends, suggest, and implement improvements in customer service processes.
• Self-manage assigned tasks based on priority, demonstrating resourcefulness and flexibility in problem-solving.
• Under the direction of the CSIM, work with O&M and the client:
  • Conduct targeted passenger surveys. Based on feedback and survey data, assist in the creation of reference materials to address customer inquiries and concerns.
  • Develop and improving customer service and delivery strategies by recommending process improvements.
  • Assist in developing knowledge-based reference guides, FAQs, and how-to guides to address feedback and direct troubleshooting.
• Occasional on-site visits to stations for layout familiarization and/or comprehensive understanding of customer experience as a frontline associate.
• Maintain flexibility to address passengers beyond standard Customer Service Office hours, including social media management for passenger service affecting.
• Monitor real-time service disruptions (delays, cancellations, asset disruptions) across all HRH channels (i.e., Everbridge, Teams group chats, PowerApps, etc.).
• Translate technical information about delays, disruptions, and special events into plain language and post timely, clear, concise, and accurate information for customers on city digital channels.
• Exercise discretion and independent judgment in matters such as selecting and implementing media notifications on behalf of the City.
• Troubleshooting technical issues when connecting to the City’s VPN

Required Skills/ Knowledge

• Prior experience in a call center environment and familiarity with ACD systems.
• Strong interpersonal skills, independence, and ability to manage community complaint effectively.
• Excellent written and verbal communication skills and a strong, self-motivated work ethic
• Ability to work quickly, meet deadlines, and effectively work under pressure
• Excellent organizational and time management skills and the ability to work on multiple demands simultaneously.
• Proficiency in social media management tools
• A bachelor’s degree in communications, business administration, or a related field, or equivalent experience.
• Minimum five (5) years of experience in B2C customer service

Education: Bachelor’s Degree (preferred)

Languages: English-Proficient, Multi-lingual a plus

The starting pay for this position is $23/hour.

Benefits: 
 
Hitachi Rail employees enjoy a comprehensive benefits package including Competitive Pay, Medical, Dental and Vision Insurance