Clerk III - Customer Service Representative

JOB SUMMARY: The Clerk III – Customer Service Representative provides high quality, efficient and effective customer service.  The position will answer customer questions which reach the agency though phone, email or other communication methods.  This includes providing assistance to customers inquiring about fare collection, fare products, commendations, complaints, route schedules, bus stops, special events and other information as needed. ESSENTIAL FUNCTIONS: Provide information to customers regarding fares and the fare collection system in a clear, professional and courteous manner via telephone, email, in person and US mail. Receive and process public complaints and commendations via telephone, email and in person, and respond as needed. Respond to inquiries from customers regarding bus stops, timetables, route information, detours, pickup times, special events, and other bus schedule information. Investigate and resolve customer issues regarding fare collection system products. Analyze customer data and prepare corresponding statistical reports. Prepare information for community groups and contracted vendors as needed. Assist with updating and maintaining materials used to provide information to the public. Update and maintain procedure manuals and other related materials. Apply 360-degree feedback to ensure continuous improvement. Serve and perform the duties of the MCTS lobby area as business needs determine.   QUALIFICATIONS: Two (2) years of recent customer service experience within a call center with responsibilities that include resolving customer issues and complaints. Experience within a customer service role involving financial transactions over the phone is preferred. Must pass pre-employment skill assessment tests.   KNOWLEDGE, SKILLS AND ABILITIES: Considerable knowledge of Microsoft Office with the ability to quickly adapt to various types of software and databases. Knowledge of Milwaukee Metropolitan area and surrounding suburbs. Knowledge of MCTS routes and service is preferred. Excellent customer service and communication skills with the ability to communicate courteously and professionally with the public. Excellent organizational, problem-solving and decision-making skills. Detail-oriented with solid clerical, data entry and mathematical skills.  Ability to maintain pleasant telephone demeanor and de-escalate situations with difficult customers. Ability to maintain a high level of confidentiality. Ability to exercise reasoning and understanding as a means of deescalating volatile calls and situations. Ability to utilize resources, read maps, and plan trips online. Ability to read headway sheets is preferred. Ability to work with minimal direction and supervision.   MENTAL/PHYSICAL REQUIREMENTS: Good finger and manual dexterity. Ability to provide both oral and written communications requiring good verbal expression, satisfactory hearing and eyesight clarity sufficient to read and work with Excel Workbooks. Ability to sit or stand for long periods of time.