Customer Relations Representative

Pay Grade

CIR

Pay Per Hour:

$20.67

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Non - Exempt

Professionals:

06 - Admin Support (EEO-4-United States of America), 6D - Customer Service (EEO-SubCategory)

General Summary:

Under general supervision, ensures Dallas Area Rapid Transits (DART) customer inquiries and concerns are addressed by answering incoming calls, provides reliable and easily understood information pertaining to all aspects of DART services, and creates a positive image and environment to encourage the use of DART and its services.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures (high volume) customer inquiries and concerns are addressed by listening and answering incoming calls with courtesy and compassion regarding bus service, schedules, routes, fare structures, special events, and other activities. Works with customers to get the best results. Routes call the appropriate parties for further assistance.
• Creates and promotes a positive image and environment to encourage the use of DART and its services.
• Performs as a team member to resolve technical issues or assist with training peers within Customer Relations and Support.
• Processes requests for DART literature by preparing customer schedules and other DART literature for fax or mailout.
• Researches information using intranet website, Swiftly, TRAPEZE, and other authorized resources.
• Maintains equipment, including telephone, headset, and other communications equipment. Reports communications equipment malfunctions to Shift Supervisor.
• Performs other related duties as assigned.
  
  

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums, excluding High School Diploma, GED, Licenses, or Certifications.

• High school or general education diploma (GED).
• One (1) year of customer assistance in a high-call volume center or related environment.
• Proficiency in PC software applications, including Microsoft Office or other related software applications, typical office equipment such as copier, keyboard, mouse, facsimile, etc., and established telecommunications equipment for the hearing impaired.
• Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.
• Must be able to pass a skills assessment test.
• Analytical and creative skills to find solutions to complex interpersonal, technical, and administrative problems.
• Ability to sit and work for an extended period of time in a structured environment and adhere to strict department guidelines while reporting to multiple supervisors in a timely manner.
• Ability to work in a stressful and high call volume environment.
• Ability to work variable shifts, irregular hours, nights, holidays, and weekends.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to marshal resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner.
• Ability to use their time effectively and efficiently. Values time. Concentrates their efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.
• Ability to enjoy working hard. They are action-oriented and energetic for the things they see as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.
• Ability to use rigorous logic and methods to solve complex problems with effective solutions. Is excellent at honest analysis. Looks beyond the obvious and does not stop at the first answers.
• Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.
  
  

WORKING CONDITIONS

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Open until adequate supply is obtained.