Transit Center Lead

Hampton Roads Transit•Newport News, VA

1d•Onsite

About The Position

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Requirements

Must exercise patience, concern, and efficient telephone protocol at all times.
Candidate will be responsible for solving problems that affect external customers.
Must have knowledge of office and proper telephone protocol and ability to read and interpret schedules, media releases, etc.
Must be able to communicate with internal and external customers both verbally and in writing.
Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
Basic problem-solving skills associated with software applications used is expected.
Software usage relevant to job duties will be evaluated.
A high school diploma or GED.
Two years of college preferred.
Training in supervisory methods and techniques.
Minimum of two years of supervisory experience.
Possess a valid Driver's License.
Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).
Must have knowledge of all transit services, routes, schedules, transfer points and fares.
This position is classified as essential personnel.
Must be able to lift and carry 25 lbs.

Nice To Haves

Two years of college preferred.

Responsibilities

Assists with supervision of Customer Service Representative IIs and Receptionists/Switchboard Operators.
Assists with oversight of all transit center and facility lobbies and related activities.
Maintains thorough knowledge of all transit services, routes, schedules, transfer points, fares, and other related activities and programs.
Maintains situational awareness.
Monitors transit activities using CAD/AVL system, CAS, tracking software, radio broadcast, cameras, websites, and other means.
Responds (in person and over the phone) to customer inquiries pertaining to routes, schedules, fares, and other HRT services with complete information and recommendations on HRT services to meet customers’ needs.
Keeps customer service representatives informed on service changes, detours, accidents and any alterations or deviation from regular service.
Ensures the distribution of customer alerts and notifications at transit centers.
Trains customer service representatives as required on routes, stops, schedules, CAD/AVL, trip planning, websites, and other information relevant to customer service.
Sells fare media in accordance with consignment, audit, credit and other policies and procedures.
Trains CSR IIs on fare media sales and applicable policies and procedures.
Monitors cash handling and conducts internal audits.
Logs customer complaints, compliments, inquiries, and comments into the CAS.
Conducts inquiry and complaint investigations and provides feedback as required.
Trains customer service representatives on policies and procedures.
Coaches and trains customer service representatives on telephone skills using six-step call process.
Provides coaching as needed regarding performance.
Reviews and provides feedback on customer-oriented written materials.
Assists with ensuring customer service representative coverage for all shifts.
Coaches customer service representatives using six-step call process.
Makes recommendations on adjusting staffing schedules and performance standards so that efficient customer service is the end result.
Solicits input on ways to improve internal and external customer relations.
Oversees the ordering of supplies.
Assists other departments with assignments as necessary.
Supports special events as directed.
Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
Performs other duties as required.
Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm.
Ensure all employees and contractors are properly trained and understand all rules, safety policies, and procedures to perform their work functions safely.
Promote safety awareness by attending safety committee meetings and adhering to all safety procedures and policies.
Actively conduct workplace hazard analyses for all employees to maintain a safe work environment.
Encourage employee safety reporting program and communication of hazards to the Safety Department.
Responsible for the timely mitigation of all unacceptable and undesirable safety risks.
Accountable for safety performance within their functional area and achieving the agency’s safety goals.