Customer Service Representative

About the role

Join the team that keeps the Tri-Cities moving! Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.

Responsibilities

• Greet customers, answer inquiries about transit services, routes, schedules, stop locations, and fares.
• Provide information and assistance to internal and external customers or refer them to the appropriate source of information; issue ID badges for visitors.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Perform clerical duties such as file, photocopy, fax, data entry and answer phones.
• Prepare and modify documents, including correspondence, reports, and forms; ensure accuracy and clarity of final copy.
• Collate and make available transit information materials for customers.
• Enter data and information into computer-based system; create daily reports.
• Maintain a high level of professionalism with customers; establish a positive rapport with callers.
• Perform ticket/pass sales transactions involving cash/credit payment; perform daily reconciliation.
• Coordinate logistics for field trip requests.
• Resolve transit relevant concerns with internal and external customers.
• Assist with the Agency’s Travel Training Program by educating and training commuters about the public transit system.
• Receive, log, store, and monitor lost and found items; assist customers in locating lost items; destroy or donate items based on established Agency guidelines.
• Work with and maintain confidential information.
• Maintain regular and punctual attendance.
• Other duties as assigned.

Qualifications

• High School Diploma or G.E.D. equivalent and two-years of experience in administrative or customer service; or an equivalent combination of education and experience.
• Proficiency in speaking and writing Spanish (preferred).

Skills & Abilities

• Understand and apply customer service methods, including telephone etiquette, patience, conflict resolution, and persuasion.
• Familiar with the geography, major transit routes, and landmarks of Benton and Franklin Counties; read schedules, paper/electronic maps; comprehend directions of travel.
• Efficient in basic clerical duties such as filing, typing, faxing, recordkeeping, and data entry.
• Establish and maintain cooperative working relationships with those contacted during work.
• Learn new technologies, policies, procedures and guidelines established by professional organizations and/or governing agencies.
• Utilize office equipment and other relevant technology (software and systems) to meet business needs.
• Understand, follow, and communicate clearly and concisely, both orally and in writing.
• Work as a team member and independently; effectively apply organizational and time management skills; meet deadlines and comply with Agency policies.
• Exercise sound judgment in making decisions.
• Focus on tasks and recall details; handle frequent interruptions.

Other Characteristics

• Collaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively.
• Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect.
• Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct.
• Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations.
• Innovation: Considers new approaches to situations; encourages ideas and improvements.
• Sustainability: Actively encourages environmental benefits and the conservation of natural resources.
• Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.