Customer Service Representative I

Hampton Roads Transit•Norfolk, VA

2d•Onsite

About The Position

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment. This position is classified as essential personnel.

Requirements

Possess excellent communication skills, people skills and a clear, pleasant telephone voice.
Knowledge of customer service and public relations techniques, principles and practices.
General knowledge of the Hampton Roads area.
Able to deal effectively with the public.
Ability to understand and follow written and oral directions.
Able to keep simple records.
Ability to operate standard office equipment.
Must be detailed oriented, good organizational and follow-up skills.
Patience and enthusiasm for challenges and change.
Knowledgeable of Microsoft suite.
Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
Basic problem-solving skills associated with software applications used is expected.
Software usage relevant to job duties will be evaluated.
Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm.
Promote safety awareness and follow safety procedures and policies.
Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.
A high school diploma or GED certificate supplemented by training in data entry.
One year of providing quality customer service to include general office experience and data entry.
Possess a valid Driver's License.
Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).
Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media releases, etc.
Ability to deal with customers in an efficient polite manner.
Must have excellent computer skills.

Nice To Haves

Software applications: Microsoft Suite CAD/AVL Mobile Fare Payment software Avaya Phone System

Responsibilities

Answers phone inquiries and obtains information for customers, the general public, visitors, and other interested parties.
Provides information pertaining to stops, routes, schedules, fares, and other HRT services with complete information and recommendations tailored to meet customers’ needs.
Uses Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) software, Customer Assistance System (CAS), and other technology tools.
Uses Call Center multi-line phone system software.
Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, and mobile fare payment software, and lost and found database.
Answers phone inquiries on routes, schedules, tracking, fares, fare payment options and assistance, hours of operation, trip planning, activities, facility locations, lost and found and other HRT services with complete information and recommendations tailored to meet customers' needs.
Facilitates language translation assistance.
Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).
Provides excellent customer service to internal and external customers.
Picks up lost and found from designated locations.
Engages customers at transit locations in support of efforts to disseminate information and capture customer feedback as directed.
Serves as backup switchboard operator/receptionist.
Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
Supports special events as directed.
Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
Complies with HRT policies.
Performs other duties as required.