Customer Service

POSITION PURPOSE

Receives and analyzes customer inquiries regarding HART services and provides optimum schedule/routing information as well as system wide information via telephone, fax, Telecommunication Device for the Deaf (TDD) or in person.

• Answers customer inquiries regarding the HART bus system and provides detailed information via telephone, e‑mail, fax, or in person.
• Receives and records calls customer concerns, routes them to the appropriate personnel via Community Report Tracking Program or immediately rectifies the concern if possible.
• Serves as ambassadors to the customer by establishing good relationships with customers and demonstrate outstanding customer care skills.
• Communicate clearly, courteously and friendly.
• Communicates daily with the Operations Control Center on any changes affecting customers.
• Review emails and add the information into the tracking system.
• Submit mail requests for customers.
• Assist with mass mail out to all of our customers, to include folding letter and stuffing envelopes, as needed.
• Enters daily data pertaining to customer comments and requests.
• Directs customers to the proper person or department.
• Performs other work‑related duties as assigned.

• Performs other work‑related duties as assigned.

• High School graduate or G.E.D. certificate.
• Minimum two years of customer service experience, preferably within a call center environment.
• Must be minimum eighteen (18) years of age

• Telephone switchboard, computer, calculator, copier, printer, typewriter and fax.
• TDD machine, data card system, laminator and camera.

• ADA Sensitivity Training. Preferred

• Ability to answer telephone inquiries in an efficient, courteous, and friendly manner.
• Ability to receive the public with considerable poise, tack, patience, and courtesy.
• Excellent command of the English language and effective writing skills.
• Ability to work under stress and interruptions.
• Ability to interact positively with a variety of personalities and disabilities internally and externally.
• Ability to accurately memorize and retain details.
• Ability to read and interpret documents.
• Ability to perform calculations with accuracy.
• Ability to concentrate and learn.
• Ability to withstand harsh criticism and hostility under pressure and perform in a courtesy manner.
• Ability to dress appropriately and maintain personal hygiene.
• Ability to conduct oneself so that they are not a threat to themselves or others.
• Ability to meet attendance and punctuality requirements.
• Ability to be a flexible, effective team player.
• Experience using Word, Excel, Google Maps and smart phone applications.
• Knowledge of standard office practices, procedures and equipment.
• Knowledge of geographical area of county; HART schedules and routes.
• Bi‑lingual (Spanish) is desirable.

• Work is performed in a standard office environment. Incumbent may sometime be located in an outdoor, street, community, or shop environment.
• Usual office environment.
• Constant telephone usage.
• Constant periods of sitting, speaking and listening.
• Constant periods of computer usage and written communication.
• Occasional exposure to noise and fumes.
• Occasional periods of walking, lifting and carrying supplies and equipment weighing up to 25 lbs.

It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co‑workers. HART employees are also responsible for:

• Adhering to stated policies and procedures relating to health and safety, security, and quality management.
• Recognizing and reporting all accidents and hazardous conditions.
• Assisting in the development of workplace safety procdures for their respective departments.
• Promoting workplace safety procedures within their department.
• Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

Note: The above statements are intended to describe the general nature and level of work being performed by…