Job Summary

Assists customers by phone with scheduling or canceling rides and providing information about transit services as the Primary Call Taker; Answers general questions from the public about the transit system; Assigns and tracks complaint determinations and reports findings to Complaint Coordinator; Assists customers by phone with trip planning;

Supervisory Responsibilities

This position has no supervisory responsibilities.

Primary Duties and Responsibilities

  1. Answers phone calls, collecting all necessary trip information for accurate scheduling of rides
  2. Assists customers by phone with trip planning
  3. Establishes, updates and maintains all necessary information in customer files in database
  4. Tracks complaint determinations through communications with appropriate managers
  5. Assists with mailings as needed
  6. May assist scheduler and act as scheduler in a back-up capacity
  7. Must be able to lift up to 25 lbs to assist with marketing events
  8. Flexible with schedule to work marketing events after normal work hours and some Saturdays
  9. Other duties as assigned

Competencies

Intellectual

Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others in the Customer Service group

Interpersonal

Customer Service – Responds promptly to internal and external customer requests; Meets commitments; Ability to communicate clearly with customers is patient, professional, empathetic manner; ability to resolve conflicts or minor complaints in an amicable manner.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains a positive attitude with co-workers and customers; Maintains confidentiality; Listen’s to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Organization

Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values.

Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Self Management

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources or asks for assistance when needed to meet deadlines and complete projects; Sets goals and objectives.

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity – Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications

Education and Experience

  1. High School Diploma or equivalent.
  2. Stable work history with at least two years of customer service experience.
  3. Knowledge of MAX Transit service area.
  4. Ability to read, write, and understand basic directions.
  5. The ability to work independently
  6. Regular and Predictable attendance.
  7. Ability to stay awake.
  8. Must be able to lift up to 25 lbs

Language Skills

  1. Ability to communicate effectively in English in both written and spoken form.

Technical/Computer Skills

  1. Experience with data entry.
  2. General knowledge of Windows-based computer operating systems.
  3. Working knowledge of Microsoft Office software.
  4. Knowledge of RouteMatch software is preferred.
  5. Operation of phone system and features

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