Bilingual Customer Service Representative

Job Title

Receives and analyzes customer inquiries regarding HART services and provides optimum schedule/routing information as well as system wide information via telephone, fax, Telecommunication Device for the Deaf (TDD) or in person.

Essential Job Functions:

• Answers customer inquiries regarding the HART bus system and provides detailed information via telephone, e-mail, fax, or in person.
• Receives and records calls customer concerns, routes them to the appropriate personnel via Community Report Tracking Program or immediately rectifies the concern if possible.
• Serves as ambassadors to the customer by establishing good relationships with customers and demonstrate outstanding customer care skills.
• Communicate clearly, courteously and friendly.
• Communicates daily with the Operations Control Center on any changes affecting customers.
• Review emails and add the information into the tracking system.
• Submit mail requests for customers.
• Assist with mass mail out to all of our customers, to include folding letter and stuffing envelopes, as needed.
• Enters daily data pertaining to customer comments and requests.
• Directs customers to the proper person or department.

Marginal Functions:

• Performs other work-related duties as assigned.

Requirements:

• Education and Experience: High School graduate or G.E.D. certificate. Minimum two years of customer service experience, preferably within a call center environment. Bilingual (English/Fluent Spanish). Must be minimum eighteen (18) years of age.

Machines, Tools and Equipment Used:

• Telephone switchboard, computer, calculator, copier, printer, typewriter and fax.
• TDD machine, data card system, laminator and camera.

Licenses/Certifications:

• ADA Sensitivity Training. Preferred

Qualifications:

• Bilingual (English/Fluent Spanish)
• Ability to answer telephone inquiries in an efficient, courteous, and friendly manner.
• Ability to receive the public with considerable poise, tack, patience, and courtesy.
• Excellent command of the English language and effective writing skills.
• Ability to work under stress and interruptions.
• Ability to interact positively with a variety of personalities and disabilities internally and externally.
• Ability to accurately memorize and retain details.
• Ability to read and interpret documents.
• Ability to perform calculations with accuracy.
• Ability to concentrate and learn.
• Ability to withstand harsh criticism and hostility under pressure and perform in a courtesy manner.
• Ability to dress appropriately and maintain personal hygiene.
• Ability to conduct oneself so that they are not a threat to themselves or others.
• Ability to meet attendance and punctuality requirements.
• Ability to be a flexible, effective team player.
• Experience using Word, Excel, Google Maps and smart phone applications.
• Knowledge of standard office practices, procedures and equipment.
• Knowledge of geographical area of county; HART schedules and routes.

Physical Demands/Work Environment:

• Work is performed in a standard office environment. Incumbent may sometime be located in an outdoor, street, community, or shop environment.
• Usual office environment.
• Constant telephone usage.
• Constant periods of sitting, speaking and listening.
• Constant periods of computer usage and written communication.
• Occasional exposure to noise and fumes.
• Occasional periods of walking, lifting and carrying supplies and equipment weighing up to 25 lbs.

It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co-workers. HART employees are also responsible for:

• Adhering to stated policies and procedures relating to health and safety, security, and quality management.
• Recognizing and reporting all accidents and hazardous conditions.
• Assisting in the development of workplace safety procedures for their respective departments.
• Promoting workplace safety procedures within their department.
• Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

EEO Compliance: HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or other status protected by Federal or State law.

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.

Hillsborough Transit Authority (HART)