Support Agent Job Description

Job Summary: coordinate, prioritizes, and process all dispatch admin office duties in a professional, timely manner using good judgment while keeping safety a top consideration.

 Duties:

  • answer telephones and requests for service

  • speak directly with clients, answering questions, booking reservations and giving quotes over the phone and in writing via email

  • maintain solid customer relationships by handling reservations, questions and concerns with speed and professionalism as described in the employee handbook.

  • maintain, oversee and process all “Driver Vehicle Inspection Reports,” and Hour of Service logs.

  • process and get ready chauffeur(s) supplies badges, radios, tablets etc.

  • process and transmit information to field personnel via phone, text or computer-aided dispatch systems

  • monitor company email boxes and process requests

  • maintain and audit airport visitor and employee badges

  • maintain and audit all vehicle keys

  • maintain and audit all supplies e.g. tablets, radios and clipboards

  • record information as required by the company

  • collect payments for trips

  • data entry and use of software programs

  • research to troubleshoot customer concerns

  • communicate with chauffeurs, office staff and customers verbally and in writing

  • executes all terms and conditions as set forth in BAC Transportation’s employee handbook

  • special projects or other job duties may be assigned e.g. learning the gird, how to set up chauffeurs and assign vehicles to them.

 Qualifications:  Strong work ethic
Punctuality
Flexibility in scheduling
Keyboarding skills
Friendliness
Team spirit
Detail oriented
Multi-tasking capability Composure under pressure Good phone voice Must pass background checks Must be able to read and write in the English language Willingness to work weekends and holidays is a must Possess a sincere desire for delivering 1st-rate customer service

Skill requirements:

  • excellent communication skills

  • be able to follow verbal and written direction

  • must be able to communicate by telephone, and in person in a courteous, friendly and professional manner with all clients, vendors, staff and co-workers

  • maintains the security of customer financial and identifying information

  • ability to work in a highly demanding and highly stressful environment

  • good eyesight, hearing, manual co-ordination and dexterity

  • the ability to listen to incoming requests for service and dispatch services at the same time (multi-tasking skills)

  • good memory for details and procedures

  • good judgment and decision making skills

  • the ability to work well in a team environment

  • must type at least 30wpm

  • have experience with various computer programs such as excel, & word

  • be able to learn the reservations system

Direct Supervisor

Shift Supervisor(s)

Department Manager(s)

Operations Manager

Shift Description:

Support Agent’s usually work shift’s that are 8 hours long and are described as Day, Mid, Night and often include, holidays and weekends. They sometimes work longer to complete calls or wait for relief workers.

This work requires sitting for long periods of time. It can be stressful when dealing with emergency situations or with routine work punctuated by very busy periods.