Customer Information Specialist - Bilingual Preferred

General Statement Of Job Duties

This position has the responsibility for responding to routine calls and information that come through the Regional Customer Information Call Center from the general public. This position reports to the Regional Information Center Supervisor.

Essential Duties And Responsibilities

• Answers all calls via a multi-line phone system in a professional and timely manner; provides first line information regarding routes, transfers, paratransit, ridesharing services, etc.
• Utilizes trip itinerary software and other resources to respond to routine trip planning and ridesharing requests.
• Makes face to face contact with the public at the Customer Service window.
• Sells Regional fare media using a computerized cash register system; processes cash, check and credit card purchases; processes purchases on daily reports.
• Receives and records customer feedback consistent with procedures.
• Mails schedules upon request.
• Maintains proper inventory of published service brochures.
• Tracks service complaints and performs other record keeping tasks.
• Operates all types of office equipment as needed including a Simplex Cash Drawer.
• Prepares public correspondence/information as needed.

Minimum Qualifications And Requirements

• A high school diploma or equivalent.
• Two years of customer service or related public contact experience.
• Well organized with an ability to multitask.
• Ability to handle cash and credit card transactions and to maintain an accurate and balanced sales report.
• Fluency in English and some ability to communicate and/or learn to communicate in Spanish.

Preferred

• Confidence to work independently.
• Ability to perform multiple tasks simultaneously using a computer, answering a multi-line phone, and responding to face-to-face inquiries.
• Pleasant conversational and helpful voice tone that demonstrates an exceptional level of patience required to effectively communicate with staff and the general public.
• Commitment to work during adverse weather.
• A working knowledge, keyboard dexterity, and comprehensive understanding of Microsoft Suite packages.

Physical Requirements

• Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time. Walking and standing are required only occasionally.

Working Conditions

Works in an environment where there is minimum exposure to dust, noise, or extreme temperatures. Shares the work atmosphere with other customer service representatives. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided.