Customer Service Representative II

The Job

Starting rate of pay $22.35 (non-negotiable) Ride OMNITRANS to a satisfying career that lets you make a difference in the San Bernardino Valley. Omnitrans, provider of public mass transit for the San Bernardino Valley in Southern California is seeking a highly skilled professional to join our award-winning team. The ideal Candidate hired will be under general direction, provides information and assistance to customers about transit services, the sale and selection of fare media, and lost and found items. Answers customer inquiries via phone and in person; sells various fare media.

Examples of Duties

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 position:

• Provides assistance to customers in the selection of fare media and other inquiries.
• Processes cash/credit/check/wire transactions through a point of sale system.
• Provides refunds and maintains petty cash fund.
• Maintains accurate inventories of fare media and balances working fund daily. Safeguards monies/media at all times.
• Processes online/passes by mail orders; bulk orders from organizations.
• Performs daily reconciliation of sales activity and receipts; follows opening/closing procedures.
• Follows the Lost and Found policy and procedures for receipt, storage, destruction, and disbursement of lost articles.
• Provides information regarding the location of bus stops, routes, service updates, fares, transfers, and policies.
• Provides relief to Customer Service Representative 1.
• Receives records and compiles compliments and complaints; conducts follow-up as necessary.
• Recommends corrective actions to address customer complaints. Answers questions about service.
• Assists in marketing and promotional activities as required, including community outreach events.
• Provides clerical support including filing and data; prepares and mails literature and applications
• Performs other duties as required.

The Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Requires high school diploma or equivalent, and one (1) or more years of experience in dealing with the public and phone contacts/information referral. Cash handling and/or sales experience is required. Must be familiar with current business operating systems, software, and programs. Knowledge of telephone techniques and public relations skills; basic office procedures and practices; and some knowledge of Agency routes, schedules, and fares is desirable. Ability to communicate effectively in English and Spanish, verbally and in writing in a positive and effective manner with a wide variety of individuals; demonstrate patience, courtesy, and excellent interpersonal skills with customers; conflict resolution skills to defuse and resolve customer complaints; furnish information quickly and accurately; refer to and quickly use a combination of appropriate maps and schedules to plan transportation routes for callers; identify and communicate geographical information such as streets, intersections, locations, directions and destinations. Estimate distances and commute times; maintain detailed records and prepare reports; perform basic arithmetical calculations; read and understand policies, procedures and Agency regulations; establish and maintain effective working relationships; and computer data input experience is essential.

The Selection Process

Candidates will be screened for relevant qualifying experience that consists of an evaluation of education and experience. The most competitively qualified candidates will be invited to participate in the selection process. The selection process may include a combination of written, performance, and oral examinations. All employment offers are contingent upon successful completion of a pre-employment physical exam, including a drug test, and a criminal background investigation, which will include Live Scan fingerprinting.

As a leading employer in the San Bernardino Valley, we offer competitive salaries and excellent benefits, including:

• RETIREMENT * CalPERS Retirement Plan (2% at 62) * 457 Deferred Compensation Plan
• HEALTH BENEFITS (Medical, Dental & Vision coverage options for Employee and Family) * Kaiser HMO * Anthem HMO * Liberty Dental DHMO * Vision Service Plan (VSP)
• PAID TIME OFF * Up to five (5) weeks vacation annually (determined by years of service) * Up to ninety (96) hours of sick leave annually * Seven (7) paid holidays, plus two (2) floating holidays annually (represented employees) * Ten (10) paid holidays for management/office personnel
• ADDITIONAL * Flexible work schedule (upon approval/department needs) * Tuition Reimbursement * Flexible Spending Account (FSA) - Health Care, Dependent Care * Company paid life insurance for all full-time employees * Long Term Disability Insurance (management only) * EAP (Employee Assistance Program) * Annual tool allowance (per union contract) * Credit Unions