Transit Support Representative

Position Summary

Perform a wide variety of customer service related duties including but not limited to cashiering, providing information to fixed-route bus customers, scheduling reservations for the disabled community and receiving feedback from customers; may assist with the radio communication/dispatch duties for both the Fixed Route and Sun Van operations.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification.

Job Description s are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

ESSENTIAL FUNCTIONS:

Essential functions may include, but are not limited to the functions listed below. Mustbe able to perform the essential functions of the job with or without areasonable accommodation.

* Answer a multi-line phone system in an inbound customer service call center environment.

* Determine the best possible route and schedule for customers using the fixed-route bus service.

* Schedule reservations for disabled customers utilizing the para-transit service.

* Perform cashiering duties; collect monies from walk-in customers who purchase products such as monthly bus passes.

* Answer inquiries and provide information to walk-in customers.

* Receive all incoming calls through various forms of communications equipment including a two-way radio, and a multichannel dispatch console; transmit and record all radio communications.

* Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup and deliveries.

* Maintain an operating communications line with law enforcement and emergency agencies, including fire, ambulance and rescue.

* Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.

* Enter comments, suggestions and complaints into the CRM (Customer Relationship Management) System; forward to higher level management staff as required.

SUPPLEMENTAL FUNCTIONS:

* Ensure adherence to safe work practices and procedures.

* Inventory and stock transit bus schedules as needed.

Minimum Education , Experience And Additional Requirements

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High School diploma or GED; and

Three (3) years of customer service experience to include two (2) years of general office experience.

Cash handling or radio dispatching or two way radio experience preferred.

ADDITIONAL REQUIREMENTS:

Possession of a City of Albuquerque Cash Handling Certificate within three (3) months from date of hire.

Working Conditions

Environmental:

Office environment; exposure to computer screens.

Physical:

Essential and supplemental functions may require maintaining physical condition necessary for sitting, standing or walking for prolonged periods. May be required to offer physical assistance to Sun Van applicants by escorting them to or from the Sun Van vehicle to their interview location. Required to lift up to 15 pounds.