Rider Resources Representative

LANTA Transportation•Bethlehem, PA

About The Position

The staff position is the key contact point within LANTA for its customers - those seeking to utilize the public transportation system (LANtaBus, LANtaVan, LANtaFlex, other services) or those conducting business with LANTA. The Rider Resources Representative is part of the customer service team which assures the most current information is provided quickly and correctly, inquiries and registrations are processed efficiently and cataloged, and service delivery concerns are effectively handled at the proper levels. EXAMPLES OF WORK Communicate with passengers via phone in a fast paced environment. Provide back-up for service information lines. Provide knowledgeable service information to LANtaBus users (and potential users) including fares, hours of operation, eligibility criteria, registration procedures and so forth. Mail out service and marketing information as required (maps, schedules, procedures, etc.). Document all service related complaints, comments and commendations in the database. Help passengers navigate the LANTA website and LANtaBus application on mobile devices. Assist passengers navigate LANTA website and LANtaVan application on mobile devices. Perform general clerical functions and provides support for development/marketing projects. Maintain LANTA public information systems including timetable distribution. Operating the LANtaVan reservation line and assisting callers with placing reservations. Answering LANtaVan Service of operations questions Mailing LANtaVan applications Perform other duties that are consistent with the Customer Service Department vision and as may be assigned by the management team.

Requirements

High school degree with a minimum of three years' experience as a receptionist, telephone operator or customer service position.
Excellent telephone etiquette and customer service skills, able to effectively and appropriately communicate with LANTA's customers.
Must enjoy working with people.
Ability to practice active listening, giving full attention to the caller, taking time to understand his/her requests or questions without interrupting and asking for clarification, when necessary.
Knowledge of administrative clerical procedures and systems, such as database technology and other office procedures.
Ability to read and understand bus schedules and timetables.
Familiar with local street geography and the location of key community/employment facilities.
Ability to work with maps.
Must possess some basic PC skills.
Must have a flexible work schedule.
The location of work shifts for this position may be at the LANTA administrative offices or at a LANTA transit center.
Field work may be required in performing the duties of this position.

Nice To Haves

Spanish speaking is not required but will strongly be considered.

Responsibilities

Communicate with passengers via phone in a fast paced environment.
Provide back-up for service information lines.
Provide knowledgeable service information to LANtaBus users (and potential users) including fares, hours of operation, eligibility criteria, registration procedures and so forth.
Mail out service and marketing information as required (maps, schedules, procedures, etc.).
Document all service related complaints, comments and commendations in the database.
Help passengers navigate the LANTA website and LANtaBus application on mobile devices.
Assist passengers navigate LANTA website and LANtaVan application on mobile devices.
Perform general clerical functions and provides support for development/marketing projects.
Maintain LANTA public information systems including timetable distribution.
Operating the LANtaVan reservation line and assisting callers with placing reservations.
Answering LANtaVan Service of operations questions
Mailing LANtaVan applications
Perform other duties that are consistent with the Customer Service Department vision and as may be assigned by the management team.