OVERALL DESCRIPTION

Under the general supervision of Customer Service Supervisor, performs customer service functions with English and Spanish speaking patrons and Authority personnel.

SPECIFIC RESPONSIBILITIES

1. Responds to inquiries (via telephone, live chat, in person or email) from English and Spanish speaking public and Authority personnel. Provides information on use of various routes to arrive at specified locations, exchange privileges, locations of streets, churches, schools and colleges, public buildings, please of interest, fare routes, schedules, service delays detours and re-routings. 
2. Investigates and resolves customer inquiries for GPS location of delayed and missing buses, trolleys, and trains using desktop applications including the Control Center website, RSA data and the ATDS System. Prepares route analysis, when needed to identify emerging trends for Operations. 
3. Receives requests for Authority literature and publications; takes name and address of caller; prepares envelope and lists requested items; prepares envelope for mailing.
4. Receives inquiries pertaining to articles lost on Authority vehicles and property; attempts to locate reported lost items through Supervisor.
5. Relays information concerning service delays from CTD, STD and RRD in response to inquiries from the public.
6. Receives new and revised schedules; abstracts information for printing pocket schedules for distribution and expedites giving of information to public.
7. Revises when necessary general information to the public, such as transit and street guides, etc.
8. Represents Customer Service Department at various special events, when requested and provides customers with transit information.
9. Maintains, distributes and organizes newly updated schedules to all agents.
10. Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities.  Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees.  Responsible for personal safety and is encouraged to promote the safety of others.
11. Performs miscellaneous clerical duties as assigned.

ADDITIONAL SPECIFIC RESPONSIBILITIES

QUALIFICATIONS AND EXPERIENCE

• High school diploma or equivalent. Must have 2 years of Contact Center (phone) related experience. Must have 3 years of Customer Service related experience.
• Must successfully complete Customer Service scenario, Math test, writing, and Data Entry test.  Must speak fluent Spanish and English. Must successfully complete mapping and schedule reading test at time of interview. Most possess:
  • Ability to read maps, schedules and other hard copy reference transit materials.
  • Ability and willingness to deal with diverse group of employees and customers.
  • Excellent verbal communication skills and telephone protocol.
  • Excellent written skills, especially via electronic messaging platforms.
  • Excellent customer-friendly disposition.
  • Thorough knowledge of service routes and service area with exchange privileges and points.
  • Thorough knowledge of fare collection and structure.
  • Must possess ability to navigate Microsoft Windows including Explorer and desktop applications.
• Familiar with Authority rules and regulations and Department office procedures.

EQUIPMENT USED:

• Personal Computer, telephone equipment

PHYSICAL:

• Prolonged sitting.

WORKING CONDITIONS:

• Normal office environment.  Subject to working at satellite offices.  Subject to working evenings, weekends and holidays.

IDEAL QUALIFICATIONS AND EXPERIENCE