Customer Service Specialist

Customer Service Specialist

Under general supervision, responds to external and internal customer enquiries and provides customer service for the agency's ferry, routed and ACCESS services and programs.

You will work primarily at the Customer Service Offices in downtown Bremerton. You will also travel to locations throughout Kitsap County to perform other customer service duties and attend transit fairs.

Characteristic duties and responsibilities are as follows:

Responds to requests for information for transit services and programs; assists customers in identifying transit apps and programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation for passengers traveling outside of the County; registers citizens for a variety of transit programs; reviews applications and determines eligibility based on established criteria for special transportation programs; sells and collects money for Regional transit permits & passes on a specialized POS system (Orca) with camera, card printer and complex processes etc.; manages and reconciles a cash drawer.

Provides trip information on existing routes to passengers; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers.

Participates in promoting and presenting transportation programs to government and social service agencies, employers and citizens through community outreach; drives vehicle to transport materials and supplies, distributes transit materials to outlets and commuters; identifies new outlets for transit materials; periodically surveys passengers for comments and suggestions.

Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints.

Participates on internal and external committees.

Collects and maintains a variety of service-related information and data; creates photo IDs, maintains databases and prepares reports; reviews web pages and other materials; maintains inventory and database for lost and found items; searches for lost valuables and arranges their return.

Responds to inquiries and requests for information regarding Regional Orca phone line calls for balance inquiries, transportation fare payments, disputes and research of technical issues. This position will also assist with special projects and promotional events.

Assists in training new Customer Service Specialists.

Covers reception desk and duties at Harborside when needed.

Qualifications:

High school graduation and two (2) years of experience providing customer service to the public. Proficiency in spoken and written Spanish is desirable.

Knowledge of:

• Kitsap Transit programs, policies and practices
• Customer relations and presentation skills
• Geography of the County
• Transit routes and schedules
• Special transit program eligibility requirements
• Equipment used on specialized transportation vehicles
• Specialized "Orca" Point of Sales devices, cameras and card printers
• Kitsap Transit and ORCA Regional Websites and telephone sales processes

Skill in:

• Reading transit schedules and route maps
• Maintaining records and preparing reports
• Composing routine correspondence
• Handling cash, making change and balancing cash receipts
• Providing information and explaining regulations, procedures and guidelines to others
• Communicating effectively orally, in writing and on social media
• Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment
• Using public relations techniques in responding to inquiries and complaints
• Working on tasks that arise simultaneously and/or unexpectedly
• Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public
• Zendesk (or current Customer Relationship Management software) for customer-service function upon receiving training

Licenses/Certifications:

A valid Washington driver's license.

ADA AND OTHER REQUIREMENTS:

Positions in this class typically require: dexterity of hands and fingers to operate a computer keyboard and other equipment, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Shifts may start as early as 5:50 AM and may end as late as 7:15 PM. Shifts may also be scheduled outside of these hours, on holidays and weekends.

KITSAP TRANSIT IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER