POSITION: CUSTOMER SERVICE REPRESENTATIVE
SCOPE OF RESPONSIBILITIES:
The Customer Service Representative will serve as the point of contact for the cashless fare system as well as handles all incoming telephone calls, provides the public with route and schedule information when requested, and performs other duties as assigned.
SUPERVISED BY: FARE COLLECTION CUSTOMER SERVICE SUPERVISOR
Non-Exempt position
PRINCIPAL RESPONSIBILITIES:
- Interact with MTA customers positively, calmly, and cooperatively to answer questions, give directions, and de-escalate conflict as needed.
- Respond to telephone calls via multi-line phone system and email requests from the general public regarding MTA Fare payment system.
- Record customer comments, complaints, commendations, and recommendations via Agency database.
- Administer monthly pass programs as required by Agency procedures to include Employer Supported Program (ESP), Pass Sales Outlets (PSO), and Reduced Fare Programs
- Manage the inventory and distribution of passes (Supervisor)
- Issue photo ID cards as needed.
- Assist customers with establishing an account with MTA Fare Payment system.
- Provide support to customers who are experiencing issues with their fare payment account.
- Assist customers with operation of ticket vending machine (TVM).
- Transition current MTA eligibility customers to the new fare payment eligibility system.
- Perform other duties as assigned.
EDUCATION and/or EXPERIENCE
- High School Diploma or equivalent
- One year experience in customer service
- Previous customer service in a high-volume call center and/or working with the general public preferred.
- Bilingual preferred
- Must be flexible and able to work off-hours shifts as required.
REQUIRED SKILLS:
Knowledge of:
- Principles and practices of providing excellent customer service in a tactful and effective manner.
Skill or Ability to:
- Project a courteous, patient, helpful and positive attitude.
- Understand and speak the English language clearly, concisely, and coherently with or without corrective devices; Understand and speak Spanish clearly preferred.
- Perform word processing and database management using Microsoft Office software
- Maintain attention to detail in stressful or adversary situations.
- Learn additional software related to Transit and/or Customer Service.
Competency to:
- Following policies and Procedures
- Serving Customers
- Showing care and understanding
MINIMUM ACCEPTABLE JOB PERFORMANCE STANDARDS:
- Maintain timely and efficient level of performance in answering all incoming calls.
- Maintain accurate reports of all comments and/or complaints received.
- Maintain professional and courteous conduct and attitude when dealing with the public, supervisors and other Mass Transportation Authority employees.
- Maintain timely and professional level of productivity when handling reports, typing assignments, and related work.
- Maintain strict adherence to all applicable Mass Transportation Authority policies and procedures and all related contractual requirements in order to insure effective and efficient work flow.
- Maintain the use of sound judgement when making statements or recommendations on behalf of and directly affecting the Mass Transportation Authority.
PHYSICAL DEMANDS:
On a normal work day, this position requires:
- Prolonged periods of sitting and reaching.
- Requires extensive use of hands, fingers, legs, and arms in selecting/grasping paper, telephone, computer and related items and reach/extend hand and arms in any direction, (horizontal and vertical movement)
- Physical activity involves limited use of the lower extremities and back muscles to occasionally bend, stoop, crouch, and lift.
- Requires the capacity to exert up to 50 pounds either pushing, pulling, or lifting.
- Requires clarity of vision at 20 inches or less to read and enter relevant numerical data.
- Typical of an office environment
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed at the Transportation Center in Flint, Michigan
WAGE RATE – $16.56-$19.01 per hour.
This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
