What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE (GTA) - 0225 position at City of Greenville (SC)?

Job Summary

Under regular direction and in compliance with standard operating procedures and policies, provides customer service and communicates with the public on the phone, via e-mail and in person to determine the nature of their issue and facilitate resolution. Sells bus passes, answers questions about routes, assists with trip planning, provides general information, and shares service updates as they occur. Utilizes Automated Vehicle Location (AVL) and other technology to track vehicles at all times and shares this information with the public when necessary. Assists Transit Shift Supervisors with performing opening and closing procedures for the Transit Center daily. Reconciles end-of-day transactions with daily sales reports. Records all ticket sales and enters data into the appropriate forms for analysis. Performs a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, and typing. Attends community events as a representative of Greenlink.

Essential Functions

Essential Functions	% of Time
Provide Customer Support: Maintain a positive, empathetic, and professional attitude towards customers at all times. Provide a variety of Greenlink information to passengers, the public, and other agencies. Proactively alert customers about opportunities to provide public input on any proposed service or fare changes. Utilize the multi-line phone system, answer phone calls in a courteous manner, and route to appropriate staff. Provide schedule and route information to the public in-person or on the telephone. Assist customers with trip planning, utilizing tools such as Google Maps, the Transit app, the fare payment system, etc. Utilize AVL system to provide customer with real-time information and arrival times. Sell bus passes, upload passes to customer accounts, and record all transactions of ticket sales. Collect cash for passes and fare cards. Fulfill ticket orders to non-profits and health & human service agencies. Process over-the-phone credit card payments and have orders ready for pick-up and payment. Verify agency representative by asking for proper identification at time of pick-up. Review and process customer reduced fare applications and verify proof of eligibility documentation. Make Greenlink EasyID cards for public. Code customer fare types in fare system accordingly. Assist customers with issues related to their accounts. Take customer complaints and provide to Transit Shift Supervisors for investigation. Log customer comments, suggestions, and compliments in Customer Relationship Management System. Identify and flag complaints specifically relating to claims of discrimination and alert the customer of the Title VI process. Inform the Customer Experience Manager of complaints for appropriate follow up. Explain Greenlink policies, including the Customer Code of Conduct. Defuse customer escalations by offering assurance of help to resolve issues. If unable to resolve, ensure proper escalation procedures are followed. Log customer interactions in the customer relationship management system. Log and maintain lost and found items. Contact owners of identified items and sort out lost and found bins for appropriate distribution. Issue claimed items to customer upon correct identification. Greet guests who may be trying to locate staff for meetings, interviews, events, etc. Maintain customer information aids. Monitor inventory of brochures, maps, and other customer materials to assure buses and information booth are well stocked. Provide non-English speaking customers with information to connect via an over-the-phone interpretation system.	75%
Provide Operational Support: Assist Transit Shift Supervisors with performing opening and closing procedures for the Transit Center daily, this includes locking/unlocking doors/gates, opening the cash management system, ensuring all Intelligent Transit Systems (ITS) are working in the Customer Service booth, and other duties as directed. Report operational problems and incidents to supervisor; make recommendations and propose solutions to problems. Report any technical issues to Transit Shift Supervisors regarding bus location or tracking errors. Advise supervisor and Dispatch of schedule and service problems indicated by customer inquiries and comments; assist in emergencies as needed. Post flyers and customer notices on buses and inside the Transit Center as requested. Attend all front-line meetings and trainings.	10%
Provide Administrative Support: Create daily, weekly, and monthly reports for ticket sales. Document safety issues or concerns directly observed or reported by front-line employees or the public. Maintain inventory of passes, promotional materials, and supplies and notify management when orders are needed. Sort mail and ensure its delivery to appropriate staff. Alert Greenlink administration of any media presence on-site. Actively participate and contribute to recruitment efforts by representing Greenlink at public job fairs, resource fairs, and other external events and participate with new employee training.	10%
Provide Outreach Services: Upon direction from supervisor, attend community events as a representative of Greenlink. Maintain a positive attitude while interacting with community members. Prepare and give presentations about Greenlink’s services to raise awareness about the agency. Answer questions from the public.	5%

Perform other duties as assigned.

Job Requirements

High School diploma or equivalent.

Over two (2) years of experience in an administrative assistant role including customer service experience.

Proficiency in Microsoft Office Suite.

Preferred Qualifications

Associate degree in administrative office, business, secretarial, or related field.

Certified Administrative Professional (CAP) certificate or Certified Professional Secretary (CPS) certificate.

Bilingual communication skills are a plus.

Driver's License Requirements

Valid South Carolina Class D Driver's License.

Performance Requirements

Knowledge of:

Standard office practices and equipment.

Customer service practices and de-escalation techniques.

Smart phone apps and other technology.

Basic computer skills: Microsoft Word, Excel spreadsheets, Outlook email, internet, database platforms.

Ability to:

Provide excellent customer service with a positive attitude.

Communicate basic information to the public, both verbally and in writing in a clear, concise, and professional manner.

Prepare written reports, summarize meeting minutes, and compose emails, business letters, and various correspondence.

Use effective judgment in discussing and resolving customer related issues consistent with City and department policies and procedures.

Develop and maintain cooperative and professional relationships with employees and all levels of management to include representatives from other departments, external organizations, and the public.

Learn and communicate basic Americans with Disabilities Act (ADA) requirements for public transit services.

Use mapping platforms including Google Maps.

Learn Greenville County region and Greenlink service area.

Apply security procedures in the handling of cash and materials having monetary value.

Appropriately handle confidential information.

Produce sales reports.

Work with various cross-functional departments.

Interact with a diverse client base.

Listen effectively, assimilate information, discern needs, and relate in a clear, friendly, and informative manner.

Speak clearly, using proper pronunciation and grammar, and read and write effectively in English.

Perform job duties under stressful conditions, react appropriately using good judgement, and effectively prioritize simultaneous demands.

Accurately handle money, make change, process and track sales transactions and receipts by making basic mathematical calculations.

Enter detailed data accurately.

Work a flexible schedule that includes nights, weekends, holidays, working split shifts, and a reasonable amount of overtime.

Function in a work environment with moderate noise level from several sources creating constant activity.

Use third-party translation service to assist customers.

Follow all policies and procedures, and follow directions from supervisors, managers, and dispatchers.

Communicate response activities during emergency events.

Work both independently and in a group environment.

Effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.

Address and resolve complex and escalated customer issues, concerns, and inquiries.

Attend public meetings and events to represent Greenlink when needed.

Read papers, periodicals, journals, manuals, and policies.

Make mathematical calculations and draw logical conclusions.

Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

Utilize specialized software and systems to include mapping system, AVL, point-of-sale system, fare payment system, customer relationship management system, subscription text alerts and other customer-facing trip planning tools.

Working Conditions

Primary Work Location: Office environment.

Protective Equipment Required: None.

Environmental/Health and Safety Factors:

Relatively free from unpleasant environmental conditions or hazards.

Physical Demands:

Continuously requires fine dexterity, sitting, vision, hearing, and talking. Frequently requires handling. Occasionally requires standing and walking. Sedentary strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time.

Mental Demands:

Frequently requires time pressures, frequent change of tasks, performing multiple tasks simultaneously, and working closely with others as part of a team. Occasionally requires noisy/distracting environment.

Americans with Disabilities Act Compliance

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Salary : $41,288 - $52,312

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