Customer Service Representative

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Job Description:

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE

NONEXEMPT

REPRESENTED

SUMMARY

Performs a variety of customer service functions and work activities involving direct public contact either on the telephone, electronically, or in person. Provides information on the full range of countywide transit services; processes ride reservations; receives and documents customer comments; sells fares; makes change for customers; balances cash drawer and receipts; makes and delivers bank deposits; assists with revenue processing of fare-boxes; processes lost and found items; conducts presentations, assists at community events, and rides buses and visits transit sites to engage the public. Conducts public surveys and may perform a variety of clerical duties of a routine and recurring nature including typing, filing, simple posting, and preparing standard forms.

SCOPE OF RESPONSIBILITY

Persons assigned to this position normally perform a variety of routine and repetitive duties independently and according to well-known procedures and practices. Work is performed under the direction of the Customer Service Supervisor. Contacts frequently contain confidential/sensitive information necessitating discretion at all times.

ESSENTIAL FUNCTIONS

The following summarizes the essential or key responsibilities/attributes of the position the incumbent will be required to perform with or without reasonable accommodation.

Provide customers with information concerning C-TRAN’s full range of public transportation options, including, but not limited to: transit route and schedule information, American’s with Disabilities Act (ADA) Complementary Service, trip planning, and fares.

Screen applications for Paratransit eligibility, make accurate eligibility recommendations, and provide feedback to the customer on the full range of Paratransit Services.

Arrange ride reservations, cancellations, and changes following the requirements of the ADA.

Process sales transactions, accept payments, calculate return change, reconcile cash drawer and sales receipts, prepare bank deposit, and prepare summary report as outlined in established procedures.

Receive and document customer comments while exercising a high degree of confidentiality.

Perform public relations tasks such as information distribution, transit use talks, table events, and presentations to various community groups and schools. Conduct surveys as required.

Perform on-street customer outreach while riding the bus, at transit centers and stops, or at community events.

Organize and maintain files and records for readily retrievable information. Prepare and maintain logs, produce reports, and provide information as required by the position.

Drive an agency vehicle to distribute C-TRAN information or products, deliver sales deposits to the bank, retrieve lost and found, and other miscellaneous courier-type duties.

Gather, log and secure items found on C-TRAN property following the outlined Lost & Found Procedures.

Keep up-to-date on transit system information including schedule changes, route paddles, rider alerts, detours, the ADA, and other Supervisor directives.

Learn and maintain other customer service functions including, Rose Besserman Room reservations, bike locker rentals, and other job duties as assigned by the Supervisor.

OTHER FUNCTIONS

Perform other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Requires knowledge of the field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by example in the above job description.

Excellent public relations skills are required. Must always be pleasant and courteous to the public and able to instill a positive attitude regarding C-TRAN.

Requires basic knowledge of English composition, typing skills, proficient use of ten-key calculator, ability to work with numbers accurately, and ability to understand verbal and written instructions. Requires the ability to communicate clearly and concisely in writing, in person, and on the telephone.

Duties require four (4) years of high school or equivalent work experience.

Requires a moderate degree of knowledge of Microsoft Office Word and Excel.

Requires the ability to read, understand, and explain system maps, schedules, and timetables. Must have the ability to easily learn transit-specific software programs.

Ability to handle and maintain sensitive and confidential information.

Requires sufficient mathematical ability to make change, sell fare, balance cash drawer, maintain an accurate cash control, and make bank deposits.

Ability to work a variety of shifts including evenings and weekends.

PHYSICAL REQUIREMENTS

Requires the ability to occasionally lift up to 55 pounds.

ADDITIONAL REQUIREMENTS

Regular, dependable attendance is required.

Requires a valid driver’s license from the state of residence and maintaining a good driving record.

Must be able to comply with C-TRAN’s nonsmoking policy and function in a nonsmoking work environment.

Must maintain a physical condition, which, either with or without accommodation, allows completion of all essential duties.

If selected for the position, documentation that you are a United States citizen or an alien lawfully authorized to work in the United States will be required to establish your identity and work authorization in accordance with the employer’s obligation under the Immigration Reform and Control Act of 1986.

This position is covered under the provisions of an agreement with the Amalgamated Transit Union, Local 757.

If selected for this position, employment will be conditional pending completion of a criminal background investigation.

All employees are required to retain public records, in accordance with C-TRAN’s Public Disclosure Policy No. 510. A public record is defined in RCW 42.56.010(3) as any writing that is prepared, owned, used, or retained by any state or local government agency, and which contains information that relates to the conduct of government, or the performance of any governmental or proprietary function. The term “writing” is broadly defined in the Public Records Act, to include not only traditional written records, but also photos, maps, videos, voicemails, webpage and social media content, emails, text messages and tweets (RCW 42.56.010(4)).

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The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive list of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Our EEO Policy

CTRAN is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.