Customer Service Specialist

Kitsap Transit•Bremerton, WA

3d•Hybrid

About The Position

Under general supervision, responds to external and internal customer inquiries and provides customer service for the agency’s ferry, routed and ACCESS services and programs. You will work primarily at the Customer Service Offices in downtown Bremerton. You will also travel to locations throughout Kitsap County to perform other customer service duties and attend transit fairs.

Requirements

High school graduation
Two (2) years of experience providing customer service to the public.
Proficiency in spoken and written Spanish is desirable.
Knowledge of Kitsap Transit programs, policies and practices
Knowledge of customer relations and presentation skills
Knowledge of Geography of the County
Knowledge of Transit routes and schedules
Knowledge of Special transit program eligibility requirements
Knowledge of Equipment used on specialized transportation vehicles
Knowledge of Specialized “Orca” Point of Sales devices, cameras and card printers
Knowledge of Kitsap Transit and ORCA Regional Websites and telephone sales processes
Skill in Reading transit schedules and route maps
Skill in Maintaining records and preparing reports
Skill in Composing routine correspondence
Skill in Handling cash, making change and balancing cash receipts
Skill in Providing information and explaining regulations, procedures and guidelines to others
Skill in Communicating effectively orally, in writing and on social media
Skill in Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment
Skill in Using public relations techniques in responding to inquiries and complaints
Skill in Working on tasks that arise simultaneously and/or unexpectedly
Skill in Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public
Skill in Using Zendesk (or current Customer Relationship Management software) for customer-service function upon receiving training
A valid Washington driver’s license.

Responsibilities

Responds to requests for information for transit services and programs; assists customers in identifying transit apps and programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation for passengers traveling outside of the County; registers citizens for a variety of transit programs; reviews applications and determines eligibility based on established criteria for special transportation programs; sells and collects money for Regional transit permits & passes on a specialized POS system (Orca) with camera, card printer and complex processes etc.; manages and reconciles a cash drawer.
Provides trip information on existing routes to passengers; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers.
Participates in promoting and presenting transportation programs to government and social service agencies, employers and citizens through community outreach; drives vehicle to transport materials and supplies, distributes transit materials to outlets and commuters; identifies new outlets for transit materials; periodically surveys passengers for comments and suggestions.
Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints.
Participates on internal and external committees.
Collects and maintains a variety of service-related information and data; creates photo IDs, maintains databases and prepares reports; reviews web pages and other materials; maintains inventory and database for lost and found items; searches for lost valuables and arranges their return.
Responds to inquiries and requests for information regarding Regional Orca phone line calls for balance inquiries, transportation fare payments, disputes and research of technical issues.
This position will also assist with special projects and promotional events.
Assists in training new Customer Service Specialists.
Covers reception desk and duties at Harborside when needed.