Customer Service Representative

Toledo Area Regional Transit Authority•Toledo, OH

6h•Onsite

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 interpersonal skills, telephone and computer etiquette required
Excellent computer skills, including proficiency in Microsoft Office and ability to adapt to department-specific software
Ability to work effectively in a team environment and with diverse populations
Effective verbal and written communication skills, including ability to communicate information to staff at various levels within the organization.
Ability to listen effectively, assimilate information and respond clearly and courteously and in an informative manner, while maintaining well-modulated voice and good diction.
Ability to be sensitive to operational work problems, passenger concerns, safety issues and the public image of the transit system.
Demonstrated ability to handle stressful situations tactfully and patiently
Capacity to maintain confidentiality of sensitive information and data
Possess good judgement and excellent human relations skills with the ability to communicate effectively with the public
A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position.
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
Creating passenger accounts in various systems
Assist in maintaining files, tracking, auditing, and reporting monthly paratransit data
Monitor and comply with all relevant laws, regulations, and TARTA policies, ensuring confidentiality
Be familiar with, practice and understand the importance of TARTA’s safety protocols to protect themselves, other employees, customers, and citizens of our region
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, Reduced Fare customers and ABT cards, including photography and laminating as needed
Lost and Found logging and distribution of collected items
Provide accurate information to customers and the public regarding services offered
Adhere to TARTA's safety protocols and contribute to a safe working environment
Greeting the public
Sell tickets and passes
Determine the nature of inquiries and respond appropriately
Provide accurate information to customers and the public regarding routes, timetables and related TARTA data over the phone, in writing and in person.
Possess extensive knowledge of TARTA’s service area, routes, zones, schedules and detours.
Assisting with training of new Customer Service Representatives.
Perform other related duties as assigned