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.
• Ability to interface effectively with all levels of County management.
• Creates a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction. As needed, asks questions to gain an understanding of customer needs.
• Ability to maintain confidential information and handle confidential matters.
• Ability to present self in a professional manner and interact positively with internal and external parties.
• Excellent verbal, written and interpersonal skills.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Provides suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
• Strong customer service skills and experience.
• Maintaining logs and records.
• Operating applicable office and transit equipment and related technology.
• Establish and maintain effective working relations with other transit employees and the public.
• Ability to work under pressure, addressing significant problems and tasks that arise simultaneously and/or unexpectedly.
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public sufficient to exchange or convey information and to receive work direction.
• Ability to work independently or as part of a team to achieve objectives.
• Ability to maintain confidential information and handle confidential matters.

Qualifications/Preferred Skills, Knowledge & Experience

Required Skills, Knowledge & Experience: Education: This position requires a 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. Experience: This position requires a 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

Additional Information

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: To perform this job successfully, an individual should have:

• 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