Senior Customer Service Representative - Transit

The purpose of this position is to ensure customer service through telephone, radio, online, or direct contact and perform departmental administrative support and clerical functions.

• Provides and documents customer service information to internal and external customers online, in person and over the phone regarding complaints, service requests, commendations, surveys, trip planning, travel training assistance and general inquires.
• Assists with difficult customer requests, challenging communication situations including languages other than English, working with visually or hearing impaired customers and alternative communications formats such as TTY.
• Performs data entry for service issues, customer complaints, telephone system and data reports, departmental monthly reports, and other reports as appropriate, to both city and contractor transit staff.
• Responsible for financial transactions including Reduced Fare account creation & maintenance, bus pass sales, cash drawer maintenance, cash, check and credit card payments, and associated paperwork and reporting, as well as, transportation of cash for deposit.
• Oversee contractor Customer Service staff training and transaction management and verification.
• Works with Accounts Payable and Receivable to process incoming and outgoing purchase orders & vouchers, account management and payment processing, and processing of departmental payroll and related transactions.
• Performs office duties by filing, typing, sorting, preparing, storing and distributing mail and correspondence, messages and packages and ensuring proper supply inventory and equipment functioning, including office and first aid supplies, bus passes, and management and maintenance of the point of sale and inventory management software system.
• Develop and communicate departmental and service information through a variety of outlets, including telephone messaging, posted bulletins, website and social media, and distribute bus schedules to various outlets as needed.
• Assists with facility safety and security by observing visitors, watching for and reporting strange or unusual behavior, maintaining proper access control, and responding to and assisting with unexpected situations as needed.

• Performs other similar duties as required.

• Customer service principles and practices
• Modern office equipment
• MS Office software
• Basic mathematical concepts

• Valid North Carolina Driver’s License preferred

PLEASE NOTE:

Applicants must meet the City criteria for an acceptable driving record.

• Positions in this class require: fine dexterity, vision, hearing, talking, standing, sitting, reaching, handling, twisting, walking, pushing/pulling, foot controls, bending, crouching.

• Sedentary Work:
  Exerting up to 10 pounds occasionally or negligible amounts frequently; sitting most of the time.

• Incumbents may be subjected to extreme temperature, noise and vibrations.