Customer Service Representative

JOB SUMMARY:

As primary contact, the Customer Service Representative (CSR) establishes and maintains respectful and professional interactions with customers and the general public. This position is responsible for telephone and in-person services for fixed route and paratransit customers. CSR's provide information about fixed-route schedules and fares, sell fare media, and handle ride reservations and requests for paratransit customers.

ESSENTIAL JOB FUNCTIONS:

• Works professionally with, and provide friendly customer service to the public, people from other organizations and co-workers.
• Coordinates with the Dispatch Center to answer questions to support service delivery.
• Obtains and records accurate information pertaining to WTA services which forms the basis for WTA records.
• Refers comments, commendations and complaints to operations division supervisors. May input basic complaint information into communication tracking system.
• Maintains thorough knowledge of fixed route and paratransit services.
• Ensures compliance with Americans with Disabilities Act (ADA) and WTA service standards.
• Maintains confidentiality of client records and information according to WTA policy.
• Must be willing to work days, evenings, and weekends.
• Must maintain punctual and regular attendance to provide dependable service to the public.

Fixed Route CSR duties:

• Serves as primary in-person reception for visitors at various WTA locations answering questions from the general public about WTA services.
• Acts as primary telephone contact for callers with administrative and RIDE Line needs. Refers administrative calls to appropriate parties and provides schedule and route information for RIDE Line callers.
• Prepares and sells fare media, makes change, balances and reconciles the cash drawer daily.
• Refills and reconciles the change machine at the Bellingham Transit Station.
• Helps manage lost and found items, including procedures for disposal.
• Monitors Bellingham Station lobby activities, contacting Expediter and/or Bellingham Police as needed.
• Processes incoming and outgoing mail for WTA according to written procedures.
• Audits WTA social media accounts, responding to or forwarding messages, as appropriate.

Paratransit CSR duties:

• Receives and records accurate rider and trip information in the computer dispatch system.
• Obtains other information needed to provide safe and efficient service for riders.
• Answers questions from the general public about paratransit services.
• Receives paratransit eligibility inquiries, mails eligibility applications, and arranges eligibility interviews for the Mobility Coordinators.
• Applies ADA paratransit eligibility standards to service requests.
• Reviews passenger requests for service, determining level of service available based on area of residence.

ADDITIONAL JOB FUNCTIONS:

• Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR position.
• Assists with other organizational activities on and off site.
• Assists with daily and monthly record keeping and statistical reporting.
• Attends meetings as required.
• Receives on going organization training on issues related to the position (e.g. CPR/First Aid, Passenger Relations).

QUALIFICATIONS

Knowledge of:

• Professional customer service principles.
• Basic Whatcom County geography.
• Basic cash handling practices.
• Basic computer applications such as Microsoft Office Suite.

Ability to:

• Work professionally with, and provide friendly customer service to the public, people from other organizations and co-workers.
• Learn and apply WTA and Operations Division policies and procedures.Use good interpersonal and problem-solving skills.
• Work effectively and cooperatively with other members of the team in an environment with constant interruptions and distractions.
• Learn and use computer applications relative to areas of responsibility, including point-of-sale systems, word processing, spreadsheet software, and other systems as implemented.
• Count money, make change, and reconcile regularly with minimal errors.
• Maintain confidentiality of WTA customer and personnel records and information.
• Learn practical application of ADA principles in public transportation.
• Learn and apply WTA fare system.
• Communicate effectively with speech, writing and IT systems.
• Remain calm in high-stress situations, including assisting during Bellingham Station evacuation procedures when required.
• Complete all required forms and documents associated with the performance of the position.
• Produce accurate work, paying close attention to detail even when work is tedious.

EDUCATION AND EXPERIENCE

• High school degree or equivalent
• Two years' experience involving customer service-related work required.
• Cash handling experience required
• General office experience preferred

LICENSE OR CERTIFICATES:

Valid Washington State driver's license at time of hire in order to operate WTA vehicles.

WORKING CONDITIONS, TOOLS, AND EQUIPMENT:

Currently the hours of this position are in the range of 7:00 am until 7:00 pm Monday through Friday, and 8:00 am to 6:00 pm on Saturday and Sunday. Hours and days of operation are subject to change based on WTA staffing needs. Duties performed primarily in an office environment, but will require travel among agency facilities, on vehicles in service and to meetings. Typical office equipment used to accomplish job tasks: computer, printer, fax machine, photocopier, 10-key calculator, ACD telephone system, teletype writer (TTY) and point-of-sale cash register.

PHYSICAL REQUIREMENTS:

Physical ability to perform essential job functions includes, but is not limited to: sitting or standing for extended periods of time, effectively communicating over the telephone, finger/hand mobility to utilize keyboard, pushing/pulling, lifting (up to 30 lbs.) and ability to move throughout the office.

SPECIAL REQUIREMENTS:

Participation in the WTA's Drug and Alcohol Abuse Prevention Program is a requirement of employment which includes reasonable suspicion drug and alcohol testing. A background check will be conducted to include criminal records and driver's record.