Transit Customer Service Representative

Job Title: Transit Customer Service Representative
Department: Martin County Public Works Department located @ 2401 SE Monterey Road, Stuart, FL 34996
Hours: 8:00 a.m. - 5:00 p.m. Monday through Friday
Pay: $18.76 per hr./full time benefits offered through contract company.

CONTRACT position with reSOURCE Government Services. THIS IS NOT A DIRECT HIRE POSITION WITH MARTIN COUNTY BOCC!

SUMMARY:
Under general supervision, is responsible for customer service activities, involving the handling or requests, complaints and/or other transit-related questions for the County’s mass transit public program and any other transit services the County may provide. Responsible for providing transit route planning assistance, bus schedules, and other related information to the public; scheduling and coordinating Paratransit rides; recording customer feedback; recording Lost and Found items, facilitating customer returns and recording balances due on customer accounts. Position reports to the Transit Customer Service Supervisor.

In the event of a natural or man-made disaster that may threaten the area, the employee may be required to perform emergency duties as directed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)

Perform customer service duties in providing transit route information to the public and ensure that all concerns are satisfactorily resolved.

Perform Paratransit rider scheduling and ride confirmation functions (involving the utilization of computer software).

Answers other transit-related questions and respond to complaints.

Provides route planning information to the public by phone, in person or through TTY machines for the hearing impaired.

Verifies with dispatch on bus schedule delays or detours, and answer questions on fares, schedules, boarding and transfer points, paratransit services, lost and found articles or other service-related issues.

Maintain log of all inquiries and complaints in computer-based tracking system.
Receives and respond to passenger complaints, including complaints from individuals who may be irate.

Receives complaint, create and distribute customer service report to appropriate party, provide accurate information and respond to complaints.

Maintain records, complete forms such as phone, customer service or lost and found and maintain log sheets.

Prepare and mail bus schedules; stock bins, information displays and depot with schedules.

Analyze records such as call reports, route efficiency and passenger/stop data.

Dispose of unclaimed property and perform other clerical duties as assigned.

Provide transit information to the public (involving the utilization of computer software), either in person or over the telephone regarding bus routes and schedules.

Communicate related information regarding transit policies, cash fares, different types of bus passes and tickets, bus stop locations, transfers, and bus maps. Screen, assist and/or refer callers and walk-ins to the appropriate individual units, or to other agencies as appropriate.

Assists the Customer Service Supervisor with month end reporting

Performs work related to this job description as required.

KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Knowledge of office practices and procedures to include: business English, commercial arithmetic, application of basic bookkeeping principles relating to account receivable functions.

Skilled in the operation of a calculator, computer, multi-line telephone system, bursting machine, speed printer, mail opener.

Must be able to function accurately in a fast paced, pressure-oriented atmosphere.

Ability to understand and execute oral and written instruction and to explain interpretations of ordinances, rules and regulations to the general public.

Ability to compose and type business letters and to communicate well with irate customers in a courteous and business-like manner.

EDUCATION and/or EXPERIENCE:
Graduation from high school or possession of an acceptable equivalency diploma and two (2) years customer service experience involving frequent public contact and computerized records.

Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.

CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a valid Florida Driver’s License

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acceptable eyesight (with or without correction)

Acceptable hearing (with or without correction)

Ability to sit for long periods of time.

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.

Occasional lifting/light physical work.

Occasional feeling, working speed.

Very frequent repetitive hand motion.

Constant speaking, hearing, seeing.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily indoors.

Involves frequent interaction with people.

May require attendance at night meetings and/or outdoor meetings.

Very frequently cold.

Constantly working with adequate lighting and ventilation.

Salary : $19