ESSENTIAL FUNCTIONS – RTC
Answers incoming calls from client customers and provides information and assistance to customers related to transit services.
Escalate calls as necessary to a member of the leadership team.
• Use Google map, RTCSNV website, Swiftly, and other reference materials to answer incoming inquiries regarding
transportation services, routes, schedules, trip planning and fares.
• Provides additional information and assistance to internal/external customers as required.
• Enhance the organization’s capabilities by accepting ownership for accomplishing new and different job functions as
requested.
• Perform other duties as assigned.

POSITION QUALIFICATIONS
• Proficient operation of computer and internet.
• Good command of business English/Spanish including spelling, grammar, and punctuation.
• Ability to maintain diligence and accuracy while meeting service expectations.
• Ability to provide services based upon prescribed policies and procedures.
• Ability to communicate effectively with customers who may have disabilities, hostile or confrontational.
• Ability to establish and maintain effective working relationships with staff and co-workers.
• Ability to contribute to the accomplishment of team/workplace goals objectives and activities.
• Ability to work without close supervision while staying seated and focused for extended periods of time.
• Approaches customer service with a can-do attitude and helpful demeanor.
• Ability to remain calm and patient; not easily flustered.

POSITION REQUIREMENTS
• Must have:
o High School/Diploma or GED required.
o Enthusiasm for delivering exceptional customer service.
o Ability to follow directions and procedures.
o Ability to embrace change and remain flexible.
o Self-motivated to succeed in the role.
o Ability to work scheduled shifts as assigned.
o One-year full-time experience taking in-bound customer service calls in a call center environment.