Customer Service Representative

Wage starting 7/1/24: $22.00/starting Some Benefits (401K, etc.)

Hours: Open Monday – Saturday (subject to change based on Division needs). Attendance of various mandatory meetings and training are required.

Position Summary:

Working under the direction of the General Manager and Operations Manager, you will be responsible for providing exceptional customer service whether via telephone, e-mail, or in person, to customers, visitors, and employees. Address inquiries, resolving complaints, and ensuring smooth experience for all travelers. You will assist passengers with ticket purchases, provide information on routes, schedules and fares, and handle issues related to delays, cancelations, or disruptions in service. Additionally, you will maintain a courteous and professional demeanor while adhering to company policies and procedures to uphold Safety and efficiency standards within the operation.

ESSENTIAL FUNCTIONS, MAJOR DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service to all you encounter.

• Answer all phone calls; provide accurate information about services and programs available.

• Practice active listening to resolve customer service complaints while providing solutions.

• Complete and maintain paperwork pertaining to customer relations and complaints.

• Report all incidents to your Safety Officer and/or Management immediately.

• Exhibit appropriate role modeling through language, dress, hygiene, and expressing appropriate attitudes toward coworkers.

• Assist in the office management to ensure cleanliness and safety within the office.

• Comprehend bus route, schedule, and policies to educate passengers.

• Perform clerical tasks which may include accurately collecting data, document information, and compiling reports.

• Perform related duties as required.

• Ensure supplies, including PPE supplies, are fully stocked and readily available for drivers before departure.

• Perform daily reconciliation and fare revenue accounting. Retrieve reports from the Genfare system and accounts for monies and provides summaries to the OPS Manager and General Manager

• Ability to operate computerized dispatch software system.

• Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.

• Assist in emergencies and act as a liaison between drivers, dispatchers, and emergency services.

• Assist daily service by reviewing route performance and proactively responding to situations that impact customer service.

KNOWLEDGE AND ABILITIES

• Federal Laws regarding the Americans with Disability Act (ADA).

• Respond in a courteous manner to requests and inquiries.

• Ability to log and store all lost and found items.

• Effectively handling difficult and sensitive inquiries and complaints.

• Understand and follow oral and written instructions.

• Adapt to changing technologies and learn functionality of new equipment and systems.

• Perform a wide variety of general clerical duties.

• Maintain accurate and complete records of transit services.

• Communicate clearly and concisely, both orally and in writing.

• Establish and maintain effective working relationships with those contacted in the course of work.

• Efficiently work in a fast-paced environment with frequent interruptions.

• Read and comprehend bus schedules, routes, and maps.

• Knowledge of Microsoft Office Suite to include Excel and Word

• Minimum of one-year office and/or customer service experience

• Bilingual a plus.

PHYSICAL REQUIREMENTS:

• Dexterity of hands and fingers to operate a variety of standard office equipment.

• Reaching overhead, above the shoulders and horizontally, to retrieve and store files.

• Clarity of vision at varying distances to be able to monitor office visitors, bus drivers, and to operate a computer and other office equipment.

• Verbal, auditory, and written capabilities to effectively communicate in an articulate manner.

• Physical ability to lift and carry up to 40 pounds, as well as bend, stoop, push/pull, twist and turn.

• Physical ability to walk on uneven terrain and board Paratransit/ Transit buses.

• Sitting or standing for extended periods of time.

This list of essential functions and physical requirements is not exhaustive and may be supplemented as necessary in accordance with the requirements of the job. Storer Transit Systems adheres to the provision of ADA regarding reasonable accommodation procedures.

Job Types: Full-time, Part-time

Pay: From $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $22