Information Operator

Via Metropolitan Transit-posted 7 months ago
Full-time • Entry Level
San Antonio, TX
Transit and Ground Passenger Transportation
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The Information Operator works independently analyzing customer travel needs and using their best judgment to provide the shortest and fastest routes to accommodate customers' travel needs. This role involves answering inquiries regarding departures, arrivals, stops, destinations of scheduled buses, fares, and general questions pertaining to VIA and its policies. The operator assists customers by investigating and resolving issues and answering inquiries related to goMobile, goCard, TVM, and other fare media options. The position also requires working at the ticket window and customer concern line as needed.

  • Enhance a favorable image of VIA by answering customer and agency representative inquiries promptly, accurately, and in a pleasant, patient, and professional manner.
  • Use voice telephone, personal computer, and complex software to enter customer's trip information and system parameters to generate trip itinerary options.
  • Use AVL, Swiftly, and other software to identify and track bus schedule adherence per customer request.
  • Interact with customers and agency representatives to answer questions pertaining to VIA's bus routes, schedules, fares, purchase options, transfer policy, special event services, bus detours, VIA's website, VIATrans services, and other general information.
  • Obtain, clarify, and confirm trip request data, identifying and providing route and trip times best suitable for customer requests.
  • Process sales transactions at VIA ticket windows, maintaining financial paperwork pertaining to the sales, processing lost and found articles, and generating IDs for qualified individuals.
  • Receive, register, and distribute customer comments to the appropriate department for resolution using a software application.
  • Prepare and submit customer requests for mail orders of informational material such as maps, brochures, pocket schedules, and VIA program applications.
  • Update and maintain informational files necessary to ensure the accuracy and prompt response to customer requests.
  • Assist management in monitoring and training new Information Operators.
  • High school diploma or equivalent.
  • One year of customer service experience.
  • Basic understanding of a PC-based operating system.
  • Ability to learn and use Info Agent and COM software from Trapeze, Google Transit, and other trip generating software.
  • Ability to work cooperatively with diverse groups of customers and employees.
  • Effective listening and communication skills with strong interpersonal and relationship-building skills.
  • Above average spelling and grammar skills.
  • Ability to maintain composure under stress.
  • Adequate typing skills.
  • Thorough knowledge and understanding of APX and military time.
  • Bilingual (English/Spanish) preferred.
  • Equal Employment Opportunity Employer.
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