Customer Service Representative

Sunline Transit Agency•Thousand Palms, CA

9d•$0 - $18•Onsite

About The Position

Under general direction, provides routine-to-complex information and assistance to customers about fixed-route and paratransit services; processes personalized transit requests, distributes transit information material throughout the Agency service area; assists with public information programs; and performs related duties as assigned. In the performance of their respective tasks and duties, all employees are expected to conform to the following: Perform quality work within deadlines with or without direct supervision. Interact professionally with other employees, customers and vendors. Work effectively as a team member.

Requirements

Principles, practices, concepts and techniques used in customer service, public relations and community outreach.
Telephone communication, effective business communications and correct English usage.
Relative location of cities, basic geography and prominent landmarks in the Coachella Valley.
Working knowledge of ADA requirements, policies and procedures.
Uses and operations of computers and data-entry techniques.
Communicate information accurately and effectively to passengers; comprehend passenger requests for information or assistance; maintain a courteous and tactful manner when under pressure from customers.
Understand and communicate roadmaps and transit schedules.
Hear telephoned oral information accurately; speak in a manner clearly transmitted by telephone.
Enter simple data into a computer while on the telephone.
Compose brief, simple written communications; write legibly.
Operate a computer using Microsoft and other programs and other standard text and graphics software.
Exercise sound judgment within policies, procedures and standards.
Establish and maintain highly effective relationships with Agency employees, the public and others encountered in the course of work.

Responsibilities

Answers in-person and by-telephone passenger inquiries about transportation services, routes, schedules, stop locations and fares, and about Agency programs that accommodate special groups including students, senior citizens and the disabled; creates personalized routes for passengers using a street map directory, transit information and other reference materials.
Makes service reservations for paratransit vehicles; monitors existing and pre-scheduled rides to ensure efficient usage of vehicles and prevent over-booking; communicates with dispatch as needed to estimate arrival times and provide driver assistance regarding route information and usage of mobility devices and/or escorts.
Takes, records and answers customer suggestions, requests and complaints; directs calls to appropriate departments within the Agency and follows up to confirm resolution; contacts passengers in writing regarding complaint status and resolution.
Processes applications for ADA and Half Fare programs; mails customer communication materials including applications, welcome packets, cards and renewal information.
Listens effectively and actively and remains engaged when talking to others.
Must meet expectations in being goal-oriented and striving for results.
Must speak knowledgeably about the basics of the industry and the business and contributed basic information when requested.
Eagerly accepted challenging tasks and projects.
Consistently contribute ideas and skills toward the achievement of team goals and encouraged and helped others to do the same.
Operates telephone, computer terminals, keyboard equipment, digital cameras and other standard office equipment required to communicate with customers.
May assist in job familiarization of other Customer Services Representatives.
Oversees the Agency lost and found.