Customer Service Representative Part-Time

Overview

Regional Transit Service (RTS) is a regional transit authority established by New York State with more than 1,000 employees serving Monroe, Genesee, Livingston, Ontario, Orleans, Seneca, Wayne, and Wyoming counties. RTS provides vital, safe, and sustainable transportation services to nearly 8 million people each year, connecting customers to jobs, school, healthcare, shopping, and recreational activities.

The Customer Service Representative is an integral member of the RTS Team bringing our values to life every day:
Integrity, Respect, Diversity and Inclusion, Engagement and Collaboration, Agility and Innovation, and Performance Focused. Working with the Customer Service Team, the role makes it easy for customers to enjoy the ride with RTS in accordance with company policies and procedures.

Hourly Rate: $19.82

Current Available Shift: PART TIME (This is a union position with the Amalgamated Transit Union (ATU); shifts are selected by seniority)

• Thursday 1pm-7pm
• Friday 2pm-7pm
• Saturday 10am-7pm
• Sunday 3pm-10pm

• Receives, researches, and answers customer inquiries and requests regarding schedules, fares, special services, programs, and other related events
• Receives and places Community Partner pass orders
• Processes verbal and written requests for system information, programs, additional service, and timetables
• Receives and answers inquiries from departments and branches regarding Customer Service responsibilities
• Updates and maintains the Customer Service Department's system reference guides
• Participates in programs, presentations, and displays that require extensive customer contact
• Works on special projects or assignments as needed
• Distributes materials from other departments
• Exhibits the RTS WAY and brings our values to life every day

• Other duties as assigned.
• Primarily assigned to the Customer Service Phone Center. Could also be required to work at the Main St. Front Desk or at the Transit Center.

• High School Diploma or GED required.
• At least 2 years of customer service experience in a call center environment.
• Familiarity with Rochester and its streets preferred.
• Knowledge of bus routes preferred.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.

• Ability to perform a variety of routine duties involving the use of procedures and the application of clearly prescribed standard practice where the employee could make minor decisions and use some judgment
• Ability to work with objectives defined by supervisor or by explicit procedures and rules. Assignments and the performance of tasks and activities are reviewed by supervisor in detail with the employee. Situations not covered by rules or procedures are referred to the supervisor.
• Proficient computer skills, including basic knowledge of Microsoft Office and Trapeze FX, and intermediate knowledge of , our Customer Relationship Management System, Where's My Bus, Account Based Ticketing, Route match ride scheduling and the internet, especially Google Maps.
• Excellent customer service skills
• Excellent verbal and written communication skills
• Strong time management skills

The physical demands described here are representative of those required to perform the essential functions. Reasonable accommodations may be made for individuals with disabilities. The employee is regularly required to sit, use hands to finger, handle, or feel objects, tools, or controls. The employee is often required to talk, hear, see, and use a computer. Vision requirements include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level is usually moderate.

Regional Transit Service (RTS) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RTS will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.