Customer Information Clerk (Up To 19 Hrs/Week, Bilingual Spanish Required, Hemet)

Customer Information Clerk

The Riverside Transit Agency currently has a vacancy in the Marketing Department Call Center for a Customer Information Clerk who is bilingual in Spanish working up to 19 hours per week. The Customer Information Clerk assists in maintaining a high quality, responsive working environment and provides friendly, courteous customer service and accurate information. The position is located at our Hemet facility and requires availability for a flexible work schedule, including evenings, weekends, and holidays. Bilingual (Spanish) speaking is required. Reading and writing skills are preferred, but not required. Applications will be reviewed in the order received and the posting may close at any time.

Essential Duties/Responsibilities

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Provides courteous, friendly and accurate service to customers at all times. Receives phone calls and provides routing information regarding the location of bus stops, routes, fares, schedules, transfers and the Agency's rules and regulations regarding fixed route and Dial-A-Ride bus services. Assists callers in planning routes, considering desired arrival and departure times, and using schedules stored in files (paper or software based). Ability to manually create trip itineraries using Ride Guide, system map, stop list, etc., when access to trip planning software is unavailable. Reviews and becomes familiar with special routes, policy changes, special service changes and/or shuttles for various events. Attempts to resolves unusual requests for route, fare information or other difficult requests or problems. Checks status of buses with RTA and contractor dispatch via phone or radio. Transfers misdirected calls to appropriate sources. Ability to speak, read and write in English and Spanish clearly and proficiently. Ability to correctly pronounce Riverside County street names, and a detailed knowledge of Riverside County geography including landmarks and key transfer points. Rides Agency buses at direction of supervisor to become familiar with Agency services, conducts passenger surveys, and provides community outreach. Receives and documents calls pertaining to customer complaints, comments and commendations. Ability to work nights and weekends as needed to provide appropriate coverage in the call center. As schedule allows, be available to assist Marketing in representing RTA at community events.

Assist ADA Certification clerk with ADA mailings.

Assist Community Engagement Coordinator with events (Spanish speaking required).

Assist with Mail Courier duties when needed.

Assist HR with hiring events by performing receptionist and clerical duties, as needed.

Assist Training department with document filing and shredding as needed.

Ability to work nights and weekends as needed to provide appropriate coverage in the call center.

Assists with receptionist duties as needed.

Qualification Guidelines

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Communication skills and general knowledge of Microsoft Word, Outlook, and Excel are required. Bilingual (Spanish) speaking is required. Reading and writing skills are preferred, but not required. Work permit is required for applicants under the age of 18. Ability to read and interpret documents such as safety rules, ride guides, and procedure manuals. Ability to write routine reports and correspondence and to speak effectively to customers or employees of the Agency. Bilingual (Spanish) speaking. Reading and writing skills are preferred, but not required. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Knowledge of basic office equipment and personal computers. Knowledge with software programs such as Microsoft Office, to include Word, Excel, Access, etc and specialized transit software, with ability to type 35 words per minute. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Knowledge of customer service and transportation procedures and principles. Ability to organize and plan workload and work independently. Ability to establish and maintain effective working relationships with others. Knowledge of Western Riverside County and the ability to read and interpret maps is also required. The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually moderate.

Selection Procedures

Note to Internal Candidates: The following areas will be reviewed as part of the selection process:

• Will be required to pass job related skills test(s). Testing may include, but is not limited to:
• Written test(s)
• Oral test(s)
• Practical test(s)
• Past year performance record will be reviewed:
• Discipline other than attendance & accidents - only 1 written warning in last year.
• Must have zero additional disciplinary actions, i.e. no:
• Further Written Warnings, final warnings, or suspensions
• Preventable Accidents - only 1 written warning within the last year.
• Must have no more than 1 Attendance Point in the last year.
• Must have no more than 1 Late Arrival within the last 12 months.
• Applicants who request to transfer to a different department may be eligible to do so after 1 year of service.

Applications will be evaluated and only qualified applicants will be invited to participate in the selection process which may include: a written exam (pass/fail) and an oral interview (100% weight). The examinations will be used to assess the applicant's knowledge, skills and abilities as they relate to the position. The selection procedures may change depending on the needs of the Agency; if such changes apply, qualified applicants will be notified prior to the administration of examinations. The Riverside Transit Agency complies with State and Federal obligations to make reasonable accommodation for applicants and employees with disabilities. The Human Resources Department asks that it be advised of accommodation requests prior to the first test part. The provisions of this bulletin do not constitute an express or implied contract. In compliance with the Immigration Reform and Control Act of 1986, the Riverside Transit Agency requires that all new employees provide documentation to establish both work authorization and identity. ***RTA IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER***

Benefits

The Riverside Transit Agency offers an attractive benefits package as detailed below: Full Time Employees:

• The Riverside Transit Agency contracts with the California Public Employees' Retirement System (CalPERS) to administer the retirement benefits. The current benefit factor formula for all new hires is 2% at 62. Employees with previous CalPERS membership or membership with another employer who has established reciprocity with CalPERS may be eligible for the 2% at 55 benefit factor formula.
• Medical available to employees at minimal cost with a contribution toward dependent coverage. Chiro/Acupuncture/Vision benefits included with Medical Insurance.
• Dental Insurance available at no cost for HMO employee only coverage. PPO coverage is offered; however, RTA will pay up to the HMO employee only premium.
• Vision Insurance available at employee cost.
• Symetra Voluntary Insurance available at employee cost.
• Basic Life (2x Salary) and Long-term Disability Insurance provided at no cost.
• Supplemental Life Insurance available at employee cost.
• Deferred Compensation Programs available.
• Free Transportation Pass for employee and eligible dependents.
• Direct Deposit Available
• Paid time off earned in 1st year: 2 weeks' vacation, 5 floating holidays, 9 regular holidays, and 12 sick leave days.
• Employee Assistance Program available for employee and immediate family members.

Part Time Employees:

• California Public Employees Retirement System (CalPERS) - Same as Full Time Employees.
• Deferred Compensation programs available.
• Free Transportation Pass available for employee and eligible dependents.
• Direct Deposit available.
• Paid time off earned in 1st year: 1 week vacation, and 9

Riverside Transit Agency