Customer Service Representative

The Customer Service Representative performs customer contact work for TriMet within the responsibilities assigned to the Customer Service Department.This role requires being onsite four (4) days a week.Reliable in-person attendance is an essential function of all positions. TriMet is an in-person first organization, with a strong emphasis on in-person collaboration, customer service, and safe and efficient operations. Some positions may be able to work up to two days remotely depending on department policy, business needs, and manager discretion.Ensure a commitment to safety and regulatory compliance through effective leadership, training, role modeling and implementing practices that demonstrate safety is a fundamental value and a priority in all aspects of work.Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers' experiences and of TriMet's product and service offerings.Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top "Transportation and Logistics" employer in the state.1. Record information received from customers. Respond to customers who present complaints, commendations, service requests, comments in person, by phone, or by mail. Accurately enter information and response in automated customer service database. Verify that all codes, spelling, and grammar are correct.2. Using trip planning software, charts, maps and schedules, provide accurate information in response to customer inquiries. Determine optimum trip and mode of travel between selected origin and destination, including departure and arrival times, fares, points of transfer, nearest bus stops(s) and walking instructions as needed.3. Participate in various committees or special projects intended to develop recommendations around customer comment database. Type reports, correspondence, and enter data for programs pertaining to Customer Service.4. Respond to customer concerns by phone, mail, email or in person. Provide general TriMet information and direction on how to use the system, our website, Ticket Vending Machines (TVMs), the retail sales outlets, our various fare programs and other general information about TriMet. Identify facts associated with customer concerns. Maintain a positive, problem-solving orientation when discussing customer concerns with internal and external customers.5. Generate activity reports associated with the customer comment process.6. Enter customer orders from the public for Customer Information Services mailings into trip planning software system, including itineraries, schedules, brochures and Senior and Honored Citizen information.7. Record and report tip planning software discrepancies from trip itineraries, schedules, transfer points, walking distances, and customer feedback to the system administrator or supervisor.8. Advise Customer Service Office Supervisor of situations or circumstances that affect agency performance. Expedite handling of customer comments that require immediate attention.A minimum of a high school diploma or equivalent is required.Experience in administrative support, customer service, or telephone sales work or equivalent job-related experience is required.1. Knowledge of Portland Metropolitan area and of TriMet routes and service.2. Knowledge of customer courtesy and customer relations techniques.3. Demonstrated ability to communicate effectively in oral and written form.4. Intermediate skills to operate personal computer systems including Word, Excel, Outlook, database applications and other software applications. Demonstrated proficiency to accurately keyboard (type).5. Ability to demonstrate service excellence qualities working with internal and external customers.6. Ability to analyze and resolve problems diplomatically.7. Demonstrated ability to maintain optimum quality and quantity of work in a fast paced environment performing several tasks simultaneously.8. Ability to work effectively in a group work environment requiring team work.9. Ability to work independently, using initiative to solve internal and external customer problems.10. Ability to consistently be at work as scheduled and arrive on time.11. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and / or other vulnerable populations.Type of Position / Grade / FLSANon-Exempt, Union, Full-TimeSalary RangeStarting wage is $31.11.Selection ProcessCandidates will be selected based at a minimum on the result of : 1. Application Review (please include : Cover Letter and Resume)2. Panel Interviews3. Reference Check / Degree VerificationSupplemental InformationMake sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and / or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.Internal applicants : Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.ADA StatementAs applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work. If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation.

Salary : $31