Customer Care Representative - Ticket Sales

Davidson Transit Organi•Nashville, TN

14h•Onsite

About The Position

This position is responsible for answering telephone inquiries from the public, taking complaints, mailing schedules and other materials requested by the public. The successful candidate will have completed high school and/or possession of a GED certificate. Experience working with the public is highly recommended, as well as, previous telephone operator experience with excellent voice quality for telephone work. Be able to acquire knowledge of Davidson County and MTA service in a reasonable time.

Requirements

Ability to operate office equipment, including but not limited to the telephone system, keyboarding, computer system, printer, copy machine, facsimile machine, adding machine, camera equipment, and cash register.
Ability to read schedules, maps, route guides, detour sheets, etc. and interpret information.
Ability to understand and carry out detailed written or verbal instructions.
Ability to perform arithmetic calculations.
Ability to receive and count cash and accurately report figures.
Ability to solve problems.
Ability to speak clearly and distinctly.
Ability to work with little supervision.
Ability to perform repetitive work.
Ability to practice good customer service skills.
Ability to meet required deadlines.
Ability to work any schedule, including evenings and weekends on a regular schedule, and work overtime as needed.
Ability to respond to emergency situations (such as reporting to work early/staying late due to bad weather.)
Ability to maintain effective working relationships with all levels of employees.

Nice To Haves

Experience working with the public
Previous telephone operator experience with excellent voice quality for telephone work
Ability to acquire knowledge of Davidson County and MTA service in a reasonable time

Responsibilities

Selling fare media to customers at the Customer Information Booth.
Completing the reconciliation of daily sales and paperwork at the end of each scheduled shift.
Providing accurate, satisfactory answers to customer inquiries and concerns regarding the agency’s transit services.
Providing customers with accurate and up-to-date fixed route transit information utilizing Trapeze INFO Agent Software, Google Maps, and Transit Master.
Inputting customer comment entries in Trapeze COM Software that are reported via the Customer Information Booth.
De-escalating situations involving dissatisfied customers, offering assistance and support.
Guiding customers through troubleshooting, navigating the company site or use of fare media platform and transit services.
Collaborating with other Customer Care team members to improve customer service.
Receiving and inputting all Lost and Found items and entering them into Access Database.
Fulfilling and distributing fare media mail orders processed by the Call Center Team.