Customer Service Representative; Gta

Job Summary

Under regular direction and in compliance with standard operating procedures and policies, provides customer service and communicates with the public on the phone, via e-mail and in person to determine the nature of their issue and facilitate resolution. Sells bus passes, answers questions about routes, assists with trip planning, provides general information, and shares service updates as they occur. Utilizes Automated Vehicle Location (AVL) and other technology to track vehicles at all times and shares this information with the public when necessary.

Assists Transit Shift Supervisors with performing opening and closing procedures for the Transit Center daily. Reconciles end-of-day transactions with daily sales reports. Records all ticket sales and enters data into the appropriate forms for analysis. Performs a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, and typing. Attends community events as a representative of Greenlink.

Provide Customer Support:

• Maintain a positive, empathetic, and professional attitude towards customers at all times. Provide a variety of Greenlink information to passengers, the public, and other agencies.
• Proactively alert customers about opportunities to provide public input on any proposed service or fare changes.
• Utilize the multi-line phone system, answer phone calls in a courteous manner, and route to appropriate staff.
• Provide schedule and route information to the public in-person or on the telephone. Assist customers with trip planning, utilizing tools such as Google Maps, the Transit app, the fare payment system, etc.
• Utilize AVL system to provide customer with real-time information and arrival times. Sell bus passes, upload passes to customer accounts, and record all transactions of ticket sales. Collect cash for passes and fare cards. Fulfill ticket orders to non-profits and health & human service agencies.
• Process over-the-phone credit card payments and have orders ready for pick-up and payment. Verify agency representative by asking for proper identification at time of pick-up. Review and process customer reduced fare applications and verify proof of eligibility documentation. Make Greenlink EasyID cards for public. Code customer fare types in fare system accordingly.
• Assist customers with issues related to their accounts. Take customer complaints and provide to Transit Shift Supervisors for investigation. Log customer comments, suggestions, and compliments in Customer Relationship Management System. Identify and flag complaints specifically relating to claims of discrimination and alert the customer of the Title VI process. Inform the Public Engagement Manager of complaints for appropriate follow up. Explain Greenlink policies, including the Customer Code of Conduct.
  
  Defuse customer escalations by offering assurance of help to resolve issues. If unable to resolve, ensure proper escalation procedures are followed. Log customer interactions in the customer relationship management system. Log and maintain lost and found items. Contact owners of identified items and sort out lost and found bins for appropriate distribution. Issue claimed items to customer upon correct identification.
  
  Greet guests who may be trying to locate staff for meetings, interviews, events, etc. Maintain customer information aids. Monitor inventory of brochures, maps, and other customer materials to assure buses and information booth are well stocked. Provide non-English speaking customers with information to connect via an over-the-phone interpretation system.

Provide Operational Support:

• Assist Transit Shift Supervisors with performing opening and closing procedures for the Transit Center daily, this includes locking/unlocking doors/gates, opening the cash management system, ensuring all ITS are working in the Customer Service booth, and other duties as directed.
• Report operational problems and incidents to supervisor; make recommendations and propose solutions to problems.
• Report any technical issues to Transit Shift Supervisors regarding bus location or tracking errors. Advise supervisor and Dispatch of schedule and service problems indicated by customer inquiries and comments; assist in emergencies as needed.
• Post flyers and customer notices on buses and inside the Transit Center as requested. Attend all front-line meetings and trainings.

Provide Administrative Support:

• Create daily, weekly, and monthly reports for ticket sales. Document safety issues or concerns directly observed or reported by front-line employees or the public.
• Maintain inventory of passes, promotional materials, and supplies and notify management when orders are needed. Sort mail and ensure its delivery to appropriate staff. Alert Greenlink administration of any media presence on-site.
• Actively participate and contribute to recruitment efforts by representing Greenlink at public job fairs, resource fairs, and other external events and participate…