Customer Service Representative II

Hampton Roads Transit•Norfolk, VA

1d•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. They offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Requirements

Possess excellent written and verbal communication 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
Ability to process information/media (ticket passes, mail orders, etc.) through register system
Ability to communicate with customer service representatives and customers
Ability to read, count, and write to accurately complete all documentation
Ability to operate all equipment necessary to perform the job
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 applications: Microsoft Suite, CAD-AVL, CAS, Avaya Phone Software, Mobile Fare Payment, ID Card Database, Public Address System
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 to include word processing and spreadsheets

Nice To Haves

Preferred 1 year experience in customer service and cashiering

Responsibilities

Maintains situational awareness.
Provides oversight for transit center lobby and monitors designated transit center activities.
Sells fare media in accordance with consignment, audit, credit and other policies and procedures.
Maintains thorough knowledge of all transit services, routes, schedules, transfer points, fares, and related programs and activities.
Uses multi-line phone system software.
Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, mobile fare payment software, and lost and found database.
Responds (in person at the transit center and over the phone) to information and assistance requests from customers, the general public and other interested parties.
Provides information pertaining to stops, routes, schedules, fares, fare payment options, lost and found, and other HRT services with complete information and recommendations tailored to meet customers’ needs.
Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).
Assists mobile fare payment customers with refunds, passes, and other support (Tier II support).
Posts customer alerts and notifications.
Produces and issues ID cards.
Logs customer complaints, compliments, inquiries, and comments into the CAS.
Conducts inquiry and complaint investigations and provides feedback as required.
Facilitates language translation assistance.
Ensures each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.
Uses cash register, credit card machine, scanner, copier, ID card system, public address system, and other equipment as assigned.
Maintains supplies and ensures route schedules are stocked.
Supports special events as required.
Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
Complies with HRT policies.
Performs other duties as required.