J OB S UMMARY : Answer incoming telephone calls quickly, professionally, and provides accurate information to customers. Also able responding to customer inquiries via outbound calls and email as needed.
ESSENTIAL FUNCTIONS:
1. Knows geographic area of City of Tulsa and surrounding cities including streets and addresses.
2. Knows and adheres to Metropolitan Tulsa Transit Authority (Tulsa Transit) policies, procedures, and practices. Including those specific to the Call Center.
3. Proficient in basic computer skills (Experience with Windows 10, Microsoft Word, Excel, and Outlook preferred).
4. At times may be required to communicate with customers via online request and email, as well as inbound and outbound calls as needed.
5. Maintains a clean and organized work environment.
6. Answers all incoming telephone calls promptly, professionally, and courteously.
Efficiency demonstrated by number of telephone calls received, average hold time, time ready to receive a call, and average telephone talking time.
7. Provides bus route service information to passengers.
8. Efficiently receives all ride request information from callers and repeats all information received to confirm accuracy.
9. Records type of service and related information accurately on each ride request.
10. Establishes rapport and professional confidence level with passengers and is sensitive to passenger needs.
11. Professionally and succinctly educates and informs callers and passengers of system operating parameters, transit services and policies, and tools available to the public. Including but not limited to where to find bus information, purchase a bus pass, locate a bus, and plan a trip.
12. Suggests alternative ride options to passengers if system is at capacity.
13. Maintains the highest standard of excellence, for subordinates, company personnel, contracted personnel, and all people contacted, through personal appearance and attitude.
14. Accurately document customer complaints and provide appropriate solutions and alternatives.
OTHER JOB FUNCTIONS
1. Must report to work on a regular and timely basis.
2. Other duties as deemed necessary or assigned by management.
3. Will be required to work some scheduled holidays.
The preceding description is intended to describe the general content, identify the essential functions, and set forth the performance of this job. It is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks. EOE/AA and Drug Free .