Customer Service Representative

Toledo Area Regional Transit Authority•Toledo, OH

About The Position

The Customer Service Representative plays a crucial role in ensuring seamless communication and service delivery for Paratransit, Micro transit and Fixed route passengers. This position involves handling customer inquiries, scheduling services, maintaining accurate passenger data, complaints and providing clerical support. The incumbent will utilize various communication channels and software systems to perform their duties effectively. TARTA has recently embarked on a transformational journey with the passage of Issue 12 in 2021. This local sales tax levy has significantly increased the local investment into the transit authority and has also expanded its service area to all of Lucas County and the City of Rossford in Wood County. In response to the local community’s renewed focus and support of TARTA, the Board adopted TARTA Next, a ten-year plan to increase services, invest in capital assets such as new mobility hubs and a zero-emissions bus fleet, and to improve customer experience through investments in technology, bus shelters and signage, and customer outreach. This transformation is well underway and powered by a dedicated team of professionals in each department from the leadership team to every front-line team member.

Requirements

Excellent computer skills, including proficiency in Microsoft Office and the ability to adapt to department-specific software
Strong interpersonal skills and telephone etiquette
Ability to work effectively in a team environment and with diverse populations
Effective verbal and written communication skills
Ability to listen actively and respond clearly and courteously
Demonstrated ability to handle stressful situations tactfully and patiently
Capacity to maintain confidentiality of sensitive information and data
Familiarity with computer systems and software applications necessary for the role
Ability to lift and move up to 10 pounds occasionally
Clear vision and ability to adjust focus
High school diploma or G.E.D.

Nice To Haves

Two (2) years of customer service or transportation experience preferred

Responsibilities

Answer incoming customer calls promptly and professionally
Schedule passenger trip data accurately and maintain up-to-date records
Assist in maintaining files, tracking, auditing, and reporting monthly paratransit data
Monitor and comply with all relevant laws, regulations, and TARTA policies, ensuring confidentiality
Act as a liaison with passengers, families, and caregivers, providing assistance and coordinating services
Attend meetings, workshops, and training sessions as required
Create identification cards for paratransit customers, including photography and laminating
Provide accurate information to customers and the general public regarding services offered
Adhere to TARTA's safety protocols and contribute to a safe working environment
Perform other related duties as assigned