Customer Service Representative; Bilingual

Position: Customer Service Representative (Bilingual)
** Salary:
** Position Range: $19.70 - $27.27

Hiring Range: $22.230 - $26.010

Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs.
** FLSA Status:
** Non-Exempt
** Join the team that keeps the Tri-Cities moving!
**** OUR MISSION
** Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.
** OUR VALUES
** We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety.  Employees and representatives of BFT are expected to uphold our values and mission.
** Nature of Position
** Provide effective customer service for all internal and external customers by using excellent customer relations skills and providing in-depth knowledge of Agency products and programs.
** Essential Duties and Responsibilities
*** Greet customers, answer inquiries about transit services, routes, schedules, stop locations, and fares.
* Provide information and assistance to internal and external customers or refer them to the appropriate source of information; issue s for visitors.
* Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
* Perform clerical duties such as file, photocopy, fax, data entry and answer phones.
* Prepare and modify documents, including correspondence, reports, and forms; ensure accuracy and clarity of final copy.
* Collate and make available transit information materials for customers.
* Enter data and information into computer-based system; create daily reports.
* Maintain a high level of professionalism with customers; establish a positive rapport with callers.
* Perform ticket/pass sales transactions involving cash/credit payment; perform daily reconciliation.
* Coordinate logistics for field trip requests.
* Resolve transit relevant concerns with internal and external customers.
* Assist with the Agency’s Travel Training Program by educating and training commuters about the public transit system.
* Receive, log, store, and monitor lost and found items; assist customers in locating lost items; destroy or donate items based on established Agency guidelines.
* Work with and maintain confidential information.
* Maintain regular and punctual attendance.
* Other duties as assigned.
** Knowledge, Skills & Abilities
*** Understand and apply customer service methods, including telephone etiquette, patience, conflict resolution, and persuasion.
* Familiar with the geography, major transit routes, and landmarks of Benton and Franklin Counties; read schedules, paper/electronic maps; comprehend directions of travel.
* Efficient in basic clerical duties such as filing, typing, faxing, recordkeeping, and data entry.
* Establish and maintain cooperative working relationships with those contacted during work.
* Basic understanding of mathematical concepts to make detailed calculations quickly and accurately.
* Learn new technologies, policies, procedures and guidelines established by professional organizations and/or governing agencies.
* Utilize office equipment and other relevant technology (software and systems) to meet business needs.
* Understand, follow, and communicate clearly and concisely, both orally and in writing.
* Work as a team member and independently; effectively apply organizational and time management skills; meet deadlines and comply with Agency policies.
* Exercise sound judgment in making decisions.
* Focus on tasks and recall details; handle frequent interruptions.
** Other Characteristics
**
* Collaboration:

Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively.
* Diversity:
Demonstrates an awareness and respect of cultural and individual values.  Treats all people with dignity, courtesy and respect.
* Fiscal Accountability:
Actively contributes to the productivity of the agency; demonstrates good stewardship of…