Customer Service Representative

Position Title:

Customer Service Representative

Job Code:

Job Code: CUSREP

Pay Range:

$25.98 - $33.87

Job Description:

FLSA Non-Exempt

Represented

Summary

Performs a variety of customer service functions and work activities involving direct public contact either on the telephone, electronically, or in person. Provides information on the full range of countywide transit services; processes ride reservations; receives and documents customer comments; sells fares; makes change for customers; balances cash drawer and receipts; makes and delivers bank deposits; assists with revenue processing of fare-boxes;

processes lost and found items; conducts presentations, assists at community events, and rides buses and visits transit sites to engage the public. Conducts public surveys and may perform a variety of clerical duties of a routine and recurring nature including typing, filing, simple posting, and preparing standard forms.

Scope of Responsibility

Persons assigned to this position normally perform a variety of routine and repetitive duties independently and according to well-known procedures and practices. Work is performed under the direction of the Customer Service Supervisor. Contacts frequently contain confidential and sensitive information, necessitating discretion at all times.

Essential Functions

_ The following summarizes the essential or key responsibilities/attributes of the position the incumbent will be required to perform with or without reasonable accommodation: _

• Provide customers with information concerning C-TRAN’s full range of public transportation options, including, but not limited to transit route and schedule information, Americans with Disabilities Act (ADA) Complementary Service, trip planning, and fares.
• Screen applications for Paratransit eligibility, make accurate eligibility recommendations, and provide feedback to the customer on the full range of Paratransit Services.
• Arrange ride reservations, cancellations, and changes following the requirements of the ADA.
• Process sales transactions, accept payments, calculate return change, reconcile cash drawer and sales receipts, prepare bank deposit, and prepare summary report as outlined in established procedures.
• Receive and document customer comments while exercising a high degree of confidentiality.
• Perform public relations tasks such as information distribution, transit use talks, table events, and presentations to various community groups and schools. Conduct surveys as required.
• Perform on-street customer outreach while riding the bus, at transit centers and stops, or at community events.
• Organize and maintain files and records for readily retrievable information. Prepare and maintain logs, produce reports, and provide information as required by the position.
• Drive an agency vehicle to distribute C-TRAN information or products, deliver sales deposits to the bank, retrieve lost and found, and other miscellaneous courier-type duties.
• Gather, log and secure items found on C-TRAN property following the outlined Lost & Found Procedures.
• Keep up-to-date on transit system information including schedule changes, route paddles, rider alerts, detours, the ADA, and other Supervisor directives.
• Learn and maintain other customer service functions including, Rose Besserman Room reservations, bike locker rentals, and other job duties as assigned by the Supervisor.

Other Functions

• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Requires knowledge of the field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by example in the above job description.
• Requires basic knowledge of English composition, typing skills, proficient use of ten-key calculator, ability…