CUSTOMER SERVICE REPRESENTATIVE

Schedule: Monday – Wednesday and Friday 11:30 a.m. – 8 p.m., Saturday – 9 – 5:30 p.m. Off days: Sunday and Thursday

THIS IS AN ON-SITE POSITION. WE CURRENTLY DO NOT OFFER REMOTE OR HYBRID. 

GENERAL SUMMARY:

Performs a wide variety of customer service duties, serving as TARC’s central call center, including responding to a variety of telephone inquiries from those seeking information regarding bus schedules, trip planning, and paratransit services; promotes favorable relationships through an attitude of interest and concern with each caller. This position will support a safety and customer service culture through programs, procedures, and other related work to achieve TARC’s mission and strategic outcomes. The position is responsible for meeting or exceeding all TARC policies and procedures with strict adherence to all local, state, and federal regulations; and performing related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs clerical and administrative duties in support of customer service activities and operations to fixed route and paratransit callers. 

• Researches and resolves issues or complaints on customers’ behalf.
• Serves fixed route callers; provides accurate bus and transfer times; reports late bus and detour information to customers; provides accurate routing information for all TARC fixed route systems; and enters all customer comments and complaints.
• Serves paratransit callers; accurately negotiates and reserves paratransit trips; explains TARC3 Riders’ Guide policies; confirms customers’ personal and trip information; enters customer comments and complaints accurately into the software.
• Mails and faxes bus schedules to customers.
• Researches, collects, and compiles information regarding customer service programs and activities; prepares summaries, reports, correspondence, and other material.
• Maintains a variety of hard copy and/or electronic documents and records; enters, retrieves, and updates data and information in various systems. 
• Uses reference material effectively to provide guidance on headway sheets, online mapping services, and TARC’s website. 
• Performs other job-related duties as requested. 

MINIMUM EDUCATION AND EXPERIENCE:

• High school diploma or GED 
• One (1) year of experience in a customer service role.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Telephone and office etiquette, including skills required for public contact.
• Principles and practices of effective customer service.
• General operation of the TARC service area for fixed route and paratransit.
• Research and reporting methods, techniques, and procedures.
• Various federal, state, and local laws, codes, and regulations relevant to the work performed.
• The structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Modern equipment and communication tools used for business functions and program, project, and task coordination.
• Computers and software programs (e.g., Microsoft software packages) to conduct research, assess information, and/or prepare documentation.
• Perform clerical and administrative work. 
• Maintain composure and a professional attitude in demanding situations.
• Listen to, understand, and appropriately resolve customer complaints and requests; offer solutions within program parameters.
• Meet quality standards for services and evaluate customer satisfaction to ensure quality customer service is provided.
• Work in a fast-paced office environment and prioritize a wide range of duties with varying time requirements to ensure timely completion.
• Work comfortably with a diverse population.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Prepare clear and concise correspondence and reports.
• Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.
• Establish and maintain cooperative working relationships with those contacted in the course of business, including TARC employees, government entities, contractors, and members of the public.
• Effectively use computer systems, applications, and modern business equipment to perform a variety of work tasks.

WORKING CONDITIONS:

Incumbents generally work in a typical office environment with adequate light and temperature. There may be occasional exposure to extreme temperatures, loud noise, fumes, noxious odors, dust, mist, gases, and poor ventilation; must be able to see, hear and speak; and sit at a desk for long periods of time. Work may require some level of mobility including lifting or moving materials. Incumbents may interact with upset staff and/or members of the public in interpreting and enforcing departmental policies and procedures.

This position requires a pre-employment screening. 

AMERICANS WITH DISABILITIES ACT (ADA) COMPLIANCE:

Reasonable accommodations may be made for those who are not able to perform the essential duties of the job.

SAFETY SENSITIVE POSITION: No

Job Post Closing Date: 2/4/2025