SSS IV - Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) provides essential service information to current and prospective riders by utilizing the call center system, the Shared Ride Transportation Software System, and the customer comment/complaint database. The CSR logs information and resolves customer questions and concerns, ensuring high levels of customer service and professionalism. This role represents the Department and County positively through individual skills and effective teamwork.

Essential Duties

• Customer Assistance: Respond to customer calls, assist with registering new clients, set up appropriate funding, and schedule trips. Provide information on trip scheduling, program eligibility, and handle general inquiries and complaints, aiming to resolve issues promptly and efficiently.
• Policy Adherence: Work within established guidelines, policies, and procedures as set by supervisors, the Customer Service Manager, and other Department managers.
• Additional Tasks: Perform other duties as required or assigned.

Required Skills, Knowledge & Experience:

• High school degree or GED equivalent, with a minimum of two (2) years full-time experience in customer service or call centers. Prior experience with public transit or school bus transportation service is highly desirable.
• Knowledge and skills include the ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English language spoken by a wide variety of cultures.
• General knowledge of and experience with applicable federal, state, and local laws, rules, and regulations including ADA.
• Customer service principles and practices.
• Disabilities and related effects.
• Basic call management systems and telecommunications equipment.
• Neighboring transit agencies and services.

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy. Computer Skills: Intermediate Office Suite Skills, (Word, Excel, PowerPoint, and Explorer). Intermediate OutLook skills (Email and Calendar). Internet and Software Skills: Intermediate proficiency in using the internet, including Google Earth, and transportation software systems.

Physical Demands: While performing the duties of this position, an individual is frequently required to sit and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat. The specific vision requirement listed for this position is: Close vision (clear vision at 20 inches or less).

Work Environment: All duties are performed in an office environment, where the noise level is moderate to loud. Duties may occasionally be performed at off-site locations as needed.

Other: Ability to work extended hours, including Saturdays, as required. A valid driver's license may be required.