Customer Service Representative

BASIC PURPOSE

The Customer Service Representative provides accurate information and exceptional customer service regarding PSTA’s programs, services, routes, and policies. This position assists customers by phone through the PSTA call center and in person at Customer Service Centers throughout Pinellas County, and the Front Desk, ensuring a positive and responsive customer experience.

• Answer phones and give detailed information to the public about using the PSTA bus system; read maps and utilize Google Maps to give directions.
• Process and sell Flamingo fare cards, including Transportation Disadvantaged and other benefit-related discounted fare products, at PSTA Customer Service Centers and the Front Desk. Process customer payment transactions in accordance with established procedures.
• Provide accurate, up-to-date routes, schedules, and Mobility on Demand information to customers, including Transportation Disadvantaged and Medicaid clients. Process and sell applicable fare products and program-related tickets. Utilize Language Line Solutions to assist customers with limited English proficiency.
• Receive and document customer complaints, route them to the appropriate department for investigation, and resolve concerns directly when possible, in accordance with established procedures.
• Stay informed on changes in service or new service; communicate with PSTA’s Transportation Department regarding detours, breakdowns of equipment, and other important information.
• Cover Front Desk duties as needed.
• Perform other duties as assigned.

Position does not have supervisory responsibilities.

EDUCATION: High school diploma or G.E.D. supplemented by training in telephone techniques or customer service.

EXPERIENCE: One (1) year experience as a customer service representative, receptionist, or other related clerical work where duties involved extensive public contact. Experience working in a call center environment, providing information and answering customer inquiries. Stable job history. Bilingual English/Spanish is a plus.

Equivalent combinations of education, experience, and training may be considered.

• Quality of Work: Produces accurate, thorough, and high-quality work, following applicable instructions.
• Customer Focus: Provides excellent customer service to internal and external customers.
• Communication: Communicates clearly and effectively with colleagues and stakeholders.
• Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully and productively; contributes to a positive environment.
• Productivity/Time Management: Effectively manages time and resources to meet deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve issues without guidance.

Knowledge: Knowledge of high-volume call center environments, including Info Line and Mobility on Demand (MOD) queues; general office procedures; computer systems and software applications; point-of-sale (POS) systems; and cash handling procedures.

Skills: Skill in providing exceptional customer service in both phone and in-person settings; skill in operating multi-line telephone systems and navigating multiple computer applications simultaneously; skill in accurate data entry, cash handling, and processing transactions using POS systems; skill in clear verbal and written communication; and skill in basic mathematical calculations related to fares and transactions.

Abilities: Ability to respond to customer inquiries in a professional, courteous, and efficient manner; establish and maintain effective working relationships with employees and the public; multitask across multiple computer systems and…