Customer Service Rep II

GRTC Transit System•Richmond, VA

8d•Onsite

About The Position

Join a Mission That Moves Richmond GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters power 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

Requirements

High School Diploma/GED
Equivalent experience may be accepted in lieu of educational requirements.
Proficiency in Microsoft applications, Twitter, Facebook.
Ability to effectively communicate with customers.
Ability to Exercise Frist Call Resolution skills and de-escalation techniques.
Ability to independently resolve customer concerns.
Ability to maintain confidentiality as required.
Ability to work independently.
Ability to learn a moderately complex urban mass transit routing and scheduling system.
Ability to work effectively and efficiently in a Dispatch & call center environment.
Must be able to sit for 7 hours a day.
Must be able to talk on the phone for the same length of time.
Must be able to operate a computer.
Must be able to report to work in-person for all assigned hours.
Must be able to communicate with English speaking customers, orally and in writing.
Must be able to respond to customer complaints as required.
Must be able to respond to email/chat/website inquiries.

Nice To Haves

Ability to speak Spanish is preferred, not required.

Responsibilities

Provide schedule, route, fare and other general information to phone-in and chat/email customers.
Ability to use Windows-based applications.
Ability to work independently.
Receive and document customer complaints and commendations through all media platforms (i.e., Facebook, Twitter, Web Customer Service email, Bus Tracker and GRTC.com).
Represent GRTC with proper communication through Social Media platforms.
Knowledge of updating Social Media platforms.
Assist with administrative tasks as needed, including filling in at the Front Desk when the front desk receptionist is on break, and processing Lost & Found duties as needed.
Demonstrated Proficiency of all GRTC Fixed Route and Microtransit service lines.
Knowledge of geography of service area, including landmarks and transfer points.
Knowledge of route numbers and names; Headway reports; Fare structure for all service lines.