Customer Service Specialist

Kitsap Transit • Gorst, WA

35d • $27 - $36 • Onsite

About The Position

We are looking for two part-time Customer Service Specialists to join our team. We are also looking to create an eligibility list for future full-time and part-time openings. The part-time positions have the potential to transition into a full-time position based on evolving organizational needs. Several part-time team members have successfully transitioned into full-time positions. The positions will provide information, by phone and in person, on bus and ferry schedules and connecting county bus and ferry systems, park and ride locations, worker/driver routes, requirements to ride on our ACCESS buses, fare schedules, and non-transit information such as community activities in the county. 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. 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. This position reports to the Customer Service Manager. Kitsap Transit employees who wish to apply must have a satisfactory performance and attendance record. Kitsap Transit Operators with any of the following criteria in the last twelve months are excluded from recruitment opportunities: a current Decision-Making Leave or higher in the Safety category more than two held customer complaints more than four unscheduled absences more than two late reports.

Requirements

• High school graduation and two (2) years of experience providing customer service to the public.
• Kitsap Transit employees who wish to apply must have a satisfactory performance and attendance record.
• Kitsap Transit Operators with any of the following criteria in the last twelve months are excluded from recruitment opportunities: a current Decision-Making Leave or higher in the Safety category more than two held customer complaints more than four unscheduled absences more than two late reports.
• Must be willing to work a flexible schedule, including weekend, evening, and holiday hours.
• Shift assignments will rotate, and you must be able and willing to work varying schedules during all hours of Customer Service Office operation.

Nice To Haves

• Proficiency in spoken and written Spanish is desirable.

Responsibilities

• Provide information, by phone and in person, on bus and ferry schedules and connecting county bus and ferry systems, park and ride locations, worker/driver routes, requirements to ride on our ACCESS buses, fare schedules, and non-transit information such as community activities in the county.
• Respond to requests for information for transit services and programs
• Assist customers in identifying transit apps and programs to fit their transportation needs
• Coordinate transportation for large groups attending special events
• Coordinate transportation for passengers traveling outside of the County
• Register citizens for a variety of transit programs
• Review applications and determines eligibility based on established criteria for special transportation programs
• Sell and collect money for Regional transit permits & passes on a specialized POS system (ORCA) with camera, card printer and complex processes etc.
• Manage and reconcile a cash drawer
• Provide trip information on existing routes to passengers
• Provide passenger information to a scheduler/dispatcher for special paratransit passenger trips
• Maintain communication with passengers
• Participate in promoting and presenting transportation programs to government and social service agencies, employers and citizens through community outreach
• Drive vehicle to transport materials and supplies, distributes transit materials to outlets and commuters
• Identify new outlets for transit materials
• Periodically survey passengers for comments and suggestions
• Respond to customer inquiries
• Investigate and resolve customer complaints
• Ensure necessary follow-up
• Confer with and advises supervisor regarding resolution to problems and complaints
• Participate on internal and external committees
• Collect and maintain a variety of service-related information and data
• Create photo IDs, maintains databases and prepares reports
• Review web pages and other materials
• Maintain inventory and database for lost and found items
• Search for lost valuables and arranges their return
• Respond to inquiries and requests for information regarding Regional ORCA phone line calls for balance inquiries, transportation fare payments, disputes and research of technical issues
• Assist with special projects and promotional events
• Assist in training new Customer Service Specialists
• Cover reception desk and duties at Harborside when needed

Benefits

• You will receive a generous full-time benefits package including subsidized medical insurance and fully paid dental insurance for employee and dependents, as well as disability insurance and life insurance.
• This position participates in the Washington State Public Employees' Retirement Plan with the option of participating in a state administered deferred compensation plan.
• Employees receive a generous general leave accrual and 11 holidays pro-rated based on the number of hours worked per pay period up to a maximum of 80 hours per pay period.
• Kitsap Transit also provides employees and certain dependents with a free transportation pass on Kitsap Transit.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees