Title: CUSTOMER SERVICE REPRESENTATIVE
Reports To: CUSTOMER SERVICE SUPERVISOR
FLSA Status: NON-EXEMPT
Date: AUGUST 26, 2009 

JOB SUMMARY:

Serves customers by providing service information, booking paratransit trips, giving accurate fixed route information to riders and answering and resolving service problems.

REPORTING RELATIONSHIP:

This position reports to the Customer Service Supervisor. This position receives general supervision and works within established guidelines.

 ESSENTIAL TASKS:

1. Makes a positive impression of the organization by politely and professionally answering telephone calls from a queue system.

2. Achieves and maintains rapport with customers by giving them the best possible service that translates into reservations and/or customer satisfaction. Asks questions to gain an understanding of the customer’s needs and current situation.

3. Increases paratransit and fixed route ridership by taking complete and accurate reservations for paratransit trips and answering questions or giving assistance with trip planning for fixed route riders.

4. Achieves and maintains knowledge of services in order to increase ridership and maintain customer satisfaction. Maintains knowledge of bus routes and general knowledge of regulations and eligibility requirements for specialty transportation programs.

5. Uses computer to enter or retrieve customer information, check the status of orders, make adjustments or retrieve information.

6. Expedites customer pickups by working closely with dispatch and scheduling. Communicates information to the customer.

7. Resolves service problems by clarifying the customer’s complaint or issue; investigating the cause of the problem; seeking solutions by collaborating with other Authority personnel; communicating and gaining customer support; and following up to ensure resolution. Assists in processing consumer complaints.

8. Recommends potential services or changes to management by informing them of unmet customer needs. Participates in staff meetings to gain knowledge and share information. Keeps management informed of critical incidents.

9. Completes assigned clerical work such as but not limited to editing manifests, filing. Maintains all necessary documentation.

10. Assists in selling passes, accounting for ticket sales, and handling/counting cash.

11. Maintains technical knowledge and customer service techniques by reading in-house literature/communications, participating in meetings and educational opportunities as necessary.

Additional Tasks: 

Contributes to team effort by performing other assigned duties as needed. Assists at front desk or transfer station as necessary. Assists in community outreach activities.

JOB REQUIREMENTS: 

Requirements listed represent the knowledge, skill, and/or ability, mental/physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential knowledge, skills, abilities and experience:

• High School degree or equivalent experience. Courses in customer service are desirable.

• Minimum 6 months customer service experience with demonstrated knowledge of the field.

• Demonstrated ability to be accurate, well organized, multitask, prioritize and have a sense of urgency.

• Demonstrated ability to concentrate and be an active listener.

• Ability to speak clearly, effectively, to establish rapport, present information, and respond to questions from managers, staff, customers, and others.

• Ability to interact with others to gain support; establish trust, and work as a team.

• Ability to deal with stressful customer issues and waiting queues and remain professional and calm under pressure.

• Ability to read and interpret documents; write emails and forms.

• Knowledge of basic mathematics to calculate fare amounts and calculate cash amounts.

• Must be able to pass background and credit check.

• Demonstrated ability to be proactive in identifying, analyzing and resolving problems.

• Ability to work independently and confined at the transfer center or work flexible hours as necessary.

• Ability to use computers and office equipment.

• Ability to comprehend and continually seek knowledge of services.

• Ability to sit, stand, use close vision, hear, talk, and work with hands and fingers.

If you find a position of interest please fill out the application and required forms and deliver or mail to:

rabbittransit
York County Transportation Authority
Attention: Director of Human Resources
1230 Roosevelt Ave.
York, PA 17404

Telephone: (717) 846-5562 • Fax: (717) 848-4853

Required Forms

Application

Application Instructions

EEO Questionaire

Driver qualifications form for fixed route operators, paratransit operators, porters, and mechanics.