View Customer Service Representative

Spokane Transit Authority is looking for a well-qualified Customer Service Representative to help us to meet our quality service goals for the expanding needs of our Customer Service department. As a Customer Service Representative, you will be responsible for providing excellent customer service as you assist customers with their accounts, respond to public inquiries, provide route and schedule information in person, over the phone, and email.

You will handle cash, checks and credit cards as customers purchase fare and other revenue items. STA is looking for an individual with a positive attitude and upbeat personality, to be a valued member of the Customer Service team. If you would like to serve your community, believe in diversity, and can be empathetic to the many situations you will see and hear, then this is the job for you!

• Receives and responds to telephone, email, social media and in-person requests for transit related information
  including trip planning, route inquiries, and sales information.
• Provides trip planning assistance via phone, counter email, or social media by providing route, time and transfers
  information by referring to bus schedules and caller locations.
• Use and educate customers about "real-time information" to receive route information.
• Utilizes current computer technology through the Trapeze INFO- AGENT and INFO-COM to communicate trip
  planning or to document complaints and/or compliments.
• Receives and responds to customer complaints, questions and/or concerns.
• Resolve complaints, questions and/or concerns, using training provided.
• Assist individuals in emergency situations, including coordination with dispatchers.
• Attempt to deescalate tense interactions with upset customers.
• Operates cash register to give accurate change and sell bus passes, issues permits and smart cards, and maintains
  payment records.
• Processes website sales, verifies passes requested and payment, mails passes when necessary.
• Determines eligibility for reduced fare program; explains program rules and regulations; processes applications.
• Maintains and updates information for the reduced fare program.
• Reconciles cash register or cash box receipts.
• Performs daily and monthly reconciliation of all revenue and pass inventory, rents, and sales.
• Assists with a variety of functions to ensure an efficient operation.
• Open and process mail. Prepare mailings and/or deliver schedules, maps, passes and other documents.
• Ensures that all schedules are available within the Plaza and at outlets throughout the region, delivered either by
  mail or direct distribution.

Training & Experience
One year of customer service experience as a cashier, call center agent, customer service representative, or bank teller.

Physical Requirements
The physical activity of the position requires the ability to reach, stand, walk, twist, stoop, grasp, talk, and the ability to
lift up to 25 pounds. Duties are sedentary in nature and are performed in office working conditions. Must be able to hear
well enough, with or without correction, to receive and convey detailed information through verbal communication.
Must have visual acuity to determine denominations of cash.

Computer Skills
Must be proficient in Microsoft Office Word, Outlook, and Excel.

Customer Service is open 7am-7pm, seven days a week, 365 days a year. Candidates must be available to work Full Time and work any shift during these hours.

In addition to the career opportunity and competitive wage, we also offer an excellent benefits package that includes:

• Wage range of $24.95/hour – $32.34/hour
• PPO Medical Plans (Vision coverage included) Premera Blue Cross – Your Choice 250 Heritage Plus Plan
• HMO Medical Plans (Vision coverage…