Customer Service Representative

SUMMARY OF POSITION

Under general direction, provides routine-to-complex information and assistance to customers about fixed-route and paratransit services; processes personalized transit requests, distributes transit informa­tion material throughout the Agency service area; assists with public information programs; and performs related duties as assigned.

COMPANY CORE COMPETENCIES

In the performance of their respective tasks and duties, all employees are expected to conform to the following:

Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers and vendors.

Work effectively as a team member.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Answers in-person and by-telephone passenger inquiries about transportation services, routes, schedules, stop locations and fares, and about Agency programs that accommodate special groups including students, senior citizens and the disabled; creates personalized routes for passengers using a street map directory, transit information and other reference materials.
2. Makes service reservations for paratransit vehicles; monitors existing and pre-scheduled rides to ensure efficient usage of vehicles and prevent over-booking; communicates with dispatch as needed to estimate arrival times and provide driver assistance regarding route information and usage of mobility devices and/or escorts.
3. Takes, records and answers customer suggestions, requests and complaints; directs calls to appro­priate departments within the Agency and follows up to confirm resolution; contacts passengers in writing regarding complaint status and resolution.
4. Processes applications for ADA and Half Fare programs; mails customer communication materials including applications, welcome packets, cards and renewal information.

OTHER DUTIES

Listens effectively and actively and remains engaged when talking to others.

Must meet expectations in being goal-oriented and striving for results.

Must speak knowledgeably about the basics of the industry and the business and contributed basic information when requested.

Eagerly accepted challenging tasks and projects

Consistently contribute ideas and skills toward the achievement of team goals and encouraged and helped others to do the same.

Operates telephone, computer terminals, keyboard equipment, digital cameras and other standard office equipment required to communicate with customers.

May assist in job familiarization of other Customer Services Representatives.

Oversees the Agency lost and found.

SUPERVISION RECEIVED/EXERCISED

Receives direct supervision from the Customer Service Manager.

QUALIFICATIONS

Knowledge of:

Principles, practices, concepts and techniques used in customer service, public relations and community outreach.

Telephone communication, effective business communications and correct English usage.

Relative location of cities, basic geography and prominent landmarks in the Coachella Valley.

Working knowledge of ADA requirements, policies and procedures.

Uses and operations of computers and data-entry techniques.

Ability to:

Communicate information accurately and effectively to passengers; comprehend passenger requests for information or assistance; maintain a courteous and tactful manner when under pressure from customers.

Understand and communicate roadmaps and transit schedules.

Hear telephoned oral information accurately; speak in a manner clearly transmitted by telephone.

Enter simple data into a computer while on the telephone. Compose brief, simple written communications; write legibly.

Operate a computer using Microsoft and other programs and other standard text and graphics software.

Exercise sound judgment within policies, procedures and standards.

Establish and maintain highly effective relationships with Agency employees, the public and others encountered in the course of work.

Disclaimer : This job specification is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

All applicants are subject to SunLine Transit agency employment requirements, including our Medical Physical, Drug and Alcohol testing program, and Background check.

Nepotism Policy : Recruitment shall be conducted consistent with the Agency's nepotism policy, which is available upon request by contacting Human Resources at View phone number on click.appcast.io.

SunLine Transit Agency reserves the right to select the best-qualified person applying for vacant positions.

Position will remain open until filled.

AN EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER