Customer Service Representative I

Job Opportunity With Hampton Roads Transit

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Hourly Wage: $20.00

Answers phone inquiries and obtains information for customers, the general public, visitors, and other interested parties. Provides information pertaining to stops, routes, schedules, fares, and other HRT services with complete information and recommendations tailored to meet customers' needs. Uses Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) software, Customer Assistance System (CAS), and other technology tools.

Essential Job Functions:

• Uses Call Center multi-line phone system software.
• Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, mobile fare payment software, and lost and found database.
• Answers phone inquiries on routes, schedules, tracking, fares, fare payment options and assistance, hours of operation, trip planning, activities, facility locations, lost and found and other HRT services with complete information and recommendations tailored to meet customers' needs.
• Facilitates language translation assistance.
• Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).
• Provides excellent customer service to internal and external customers.
• Picks up lost and found from designated locations.
• Engages customers at transit locations in support of efforts to disseminate information and capture customer feedback as directed.
• Serves as backup switchboard operator/receptionist.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Supports special events as directed.
• Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
• Complies with HRT policies.
• Performs other duties as required.

Required Knowledge, Abilities and Skills Essential to Job Functions:

Possess excellent communication skills, people skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment. Must be detailed oriented, good organizational and follow- up skills. Patience and enthusiasm for challenges and change. Knowledgeable of Microsoft suite.

Required software knowledge and skills essential to job functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.

Software applications:

Microsoft Suite

CAD/AVL

Mobile Fare Payment software

Avaya Phone System

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education:

A high school diploma or GED certificate supplemented by training in data entry.

Required Experience:

One year of providing quality customer service to include general office experience and data entry.

Licenses or Certificates :

Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements:

Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media releases, etc. Ability to deal with customers in an efficient polite manner. Must have excellent computer.

This position is classified as essential personnel.

FLSA Status:

Non-Exempt

Physical Demands:

Work requires extensive operation of a keyboard device and use of telephone. Must be able to lift up to 25 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.

HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources.