Customer Service Representative - Specialized Transportation

Customer Service Representative
- Shuttle

Pierce Transit is dedicated to fulfilling the mission of improving the quality of life in our community by providing safe, reliable, innovative, and useful transportation services that are locally based and regionally connected. We are currently recruiting to fill one Customer Service Representative
- Shuttle position that will work at our Headquarters located in Lakewood, WA. This is a full-time position guaranteed an average of 30 hours per week with the possibility of working 40 hours or more per week depending on operational needs.

The Customer Service Representative (CSR) position is responsible for maintaining the continuity, efficiency, and effectiveness of the Agency's specialized transportation service by scheduling rides via telephone or TDD and documenting trip requests through the automated scheduling system. As a CSR, you will provide information to customers regarding available services, eligibility criteria, procedures for using SHUTTLE, and performs other related work as assigned.

Employees in this classification work in the Specialized Transportation Division (SHUTTLE) of the Service Delivery and Support Department. In SHUTTLE, our primary function is to arrange transportation for customers with disabilities. Employees in this classification work independently within established policies and procedures in a high call volume environment.

BENEFITS:
At Pierce Transit, our employees' health is important to us too! That's why we offer four on-site employee fitness rooms and an incredible Wellness Program in addition to excellent medical, dental, and vision packages. If your career goals change while you're employed, we are here to help. Pierce Transit offers $5,000 per year (up to a total of $18,000) in Tuition Assistance after your one-year anniversary.

Certifications, and career skills must be connected to a position at Pierce Transit. All of Pierce Transit are required to participate in the Washington State Public Employees' Retirement System (PERS). Pierce Transit offers two Public Employees Retirement System (PERS) plans to choose from, PERS2 and PERS3, as well as a matching program for 457 deferred compensation. Employees are not covered under the Social Security System except for a 1.45% payment for Medicare.

Pierce Transit provides an ORCA Card benefit for each employee and a family member. This benefit provides free access to service on Pierce Transit, Sound Transit, Community Transit, Everett Transit, King County Metro, Kitsap Transit, Seattle Monorail, Seattle Streetcar, King County Water Taxi and Kitsap Foot Ferry.

PAID LEAVE:
Full-time Pierce Transit employees are eligible to receive 11 paid holidays, 2 personal paid holidays, 12 days of sick leave, 12 vacation days per year, and the ability to earn up to 2 Wellness Days by participating in a qualifying wellness activity and the annual survey. Part-time employees, receive pro-rated leave, to include sick leave, vacation, personal holiday and holiday pay.

Vacation leave accrual rates increase per the applicable Collective Bargaining Agreement.

The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Required:

• Completion of high school or GED equivalent.
• A minimum of one (1) year experience in a customer service environment involving heavy phone and/or in-person contact.

Knowledge,

Skills and Abilities

Knowledge of:

• Pierce county areas and roads
• In-person and telephone techniques for providing service to the disabled and others with special need.
• Proper English usage.

Ability to:

• Speak clearly; listen effectively; assimilate information; deal tactfully, patiently and effectively with individuals who are disabled, elderly, and from a wide variety of backgrounds under frequently stressful circumstances.
• Understand transportation needs of the disabled and elderly
• Use good judgment and make decisions within the limits of established…