Transit Support Representative

Position Summary

About the role

This position involves performing a variety of customer service duties, including cashiering, providing information to bus customers, scheduling reservations for the disabled, and receiving customer feedback. The role also includes assisting with radio communication and dispatch duties for both fixed-route bus and Sun Van operations.

Responsibilities

• Answer a multi-line phone system in an inbound customer service call center environment.
• Determine the best possible route and schedule for customers using the fixed-route bus service.
• Schedule reservations for disabled customers utilizing the para-transit service.
• Perform cashiering duties; collect monies from walk-in customers who purchase products such as monthly bus passes.
• Answer inquiries and provide information to walk-in customers.
• Receive all incoming calls through various forms of communications equipment including a two-way radio, and a multichannel dispatch console; transmit and record all radio communications.
• Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup and deliveries.
• Maintain an operating communications line with law enforcement and emergency agencies, including fire, ambulance and rescue.
• Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.
• Enter comments, suggestions and complaints into the CRM (Customer Relationship Management) System; forward to higher level management staff as required.

Requirements

• Must be able to perform the essential functions of the job with or without reasonable accommodation.
• High School diploma or GED; and Three (3) years of customer service experience to include two (2) years of general office experience.
• Cash handling or radio dispatching or two way radio experience preferred.
• Possession of a City of Albuquerque Cash Handling Certificate within three (3) months from date of hire.

Qualifications

• Must maintain physical condition necessary for sitting, standing or walking for prolonged periods.
• May be required to offer physical assistance to Sun Van applicants by escorting them to or from the Sun Van vehicle to their interview location.
• Required to lift up to 15 pounds.