Customer Service Representative

Pinellas Suncoast Transit Authority•St. Petersburg, FL

6d•Onsite

About The Position

The Customer Service Representative provides accurate information and exceptional customer service regarding PSTA’s programs, services, routes, and policies. This position assists customers by phone through the PSTA call center and in person at Customer Service Centers throughout Pinellas County, and the Front Desk, ensuring a positive and responsive customer experience.

Requirements

High school diploma or G.E.D. supplemented by training in telephone techniques or customer service.
One (1) year experience as a customer service representative, receptionist, or other related clerical work where duties involved extensive public contact.
Experience working in a call center environment, providing information and answering customer inquiries.
Stable job history.
Ability to respond to customer inquiries in a professional, courteous, and efficient manner.
Ability to establish and maintain effective working relationships with employees and the public.
Ability to multitask across multiple computer systems and software applications while accurately processing information.
Ability to perform administrative duties, data entry, and basic mathematical functions.
Ability to maintain a working knowledge of PSTA routes, programs, and services.
Constant sedentary work (6 ½ or more hours per day).
Constant fine hand manipulation, pinching, picking, typing, feeling, grasping, repetitive hand/arm motion (6 ½ or more hours per day).
Ability to see at 20 inches or less: Constant (6 ½ or more hours per day).
Ability to see at 20 feet or more: Constant (6 ½ or more hours per day).
Ability to distinguish & identify colors: Constant (6 ½ or more hours per day), and peripheral vision and depth perception.
Ability to verbally communicate: Constant (6 ½ or more hours per day).
Ability to understand & process auditory information: Constant (6 ½ or more hours per day).

Nice To Haves

Bilingual English/Spanish is a plus.

Responsibilities

Answer phones and give detailed information to the public about using the PSTA bus system; read maps and utilize Google Maps to give directions.
Process and sell Flamingo fare cards, including Transportation Disadvantaged and other benefit-related discounted fare products, at PSTA Customer Service Centers and the Front Desk. Process customer payment transactions in accordance with established procedures.
Provide accurate, up-to-date routes, schedules, and Mobility on Demand information to customers, including Transportation Disadvantaged and Medicaid clients. Process and sell applicable fare products and program-related tickets. Utilize Language Line Solutions to assist customers with limited English proficiency.
Receive and document customer complaints, route them to the appropriate department for investigation, and resolve concerns directly when possible, in accordance with established procedures.
Stay informed on changes in service or new service; communicate with PSTA’s Transportation Department regarding detours, breakdowns of equipment, and other important information.
Cover Front Desk duties as needed.
Perform other duties as assigned.