Job Description & How to Apply Below
Updates and keeps track of changes in route information, customer alerts, and board changes and advises the public and internal customer service department personnel. Uses Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) software, Customer Assistance System (CAS), and other technology tools.
Essential Job Functions:
(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.) Liaison with dispatch in Operations regarding delays in bus, rail and ferry operations. Handles closing of CAF complaints sent to Operations and tracks complaints past due over 10 days for response. Responds to customer inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations of HRT products to meet customers' needs.
Answers telephone inquiries, providing information on routes, schedules, fares, and other information about HRT services. Updates route information, customer alerts and transit information. Process and respond to customer complaints and inquiries. Provide departmental clerical needs to include word processing and spreadsheets. Operate transit master ACS and CAS system. Responsible for providing premier customer service to internal and external customers while handling calls related to customer service department functions.
Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures. Performs other duties as required. Required Knowledge, Abilities and Skills essential to
Job Functions:
Possess excellent communication skills, people skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment. Must be detailed oriented, good organizational and follow- up skills.
Patience and flexibility to work with challenges and change. Knowledgeable of Microsoft suite. Ability to multi-task, good decision-making skills, work under time constraints. Knowledge of CAS system, ACS and knowledge of HRT routes/time points. Ability to work weekends, nights, holidays if needed. Required Software Knowledge and Skills essential to
Job Functions:
Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated. Software applications:
Microsoft Office CAD-AVL Mobile Fare Payment Call Management System Interactive Voice Response System Passenger Information Displays Mail Chimp Safety Responsibility:
Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department. Training and/or
Education:…
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