Information Operator

GENERAL DESCRIPTION OF WORK:

Works independently analyzing customer travel needs and using their best judgment to provide shortest and fastest routes to accommodate customer's travel needs. Answers inquiries regarding departures, arrivals, stops, destinations of scheduled buses, fares and general questions pertaining to VIA and its policies. Assist customer by investigating/resolving issues and answering inquiries pertaining to go Mobile, goCard, TVM, and other fare media options.

Works ticket window and customer concern line as needed.

ESSENTIAL FUNCTIONS:

• Works to enhance a favorable image of VIA by answering customer and agency representative inquiries promptly, accurately and in a pleasant, patient and professional manner.
• Uses voice telephone, personal computer, and complex software to enter customer's trip information and system parameters to generate trip itinerary options.
• Uses AVL, Swiftly, and other software to identify and track bus schedule adherence per customer request.
• Interacts with customers and agency representatives to answer questions pertaining to VIA's bus routes, schedules, fares, purchase options, transfer policy, special event services, bus detours, VIA's website, VIATrans services and other general information.
• Interacts with customers and agency representatives to obtain, clarify, and confirm trip request data, identifies and provides route and trip times best suitable for customer request.
• Works VIA ticket windows as needed, processing sales transactions, maintaining financial paperwork pertaining to the sales, processing lost and found articles and generating 's for qualified individuals.
• Works VIA ticket windows as needed, processing sales transactions, maintaining financial paperwork pertaining to the sales, processing lost and found articles and generating IDs for qualified individuals.
• Works customer concern line as needed, receiving, registering and distributing customer's comments to the appropriate department for resolution using a software application.
• Prepares and submits customer's requests for mail orders of informational material such as maps, brochures, pocket schedules and VIA program applications.
• Responsible for updating and maintaining informational files necessary to ensure the accuracy and prompt response to customer requests.
• Assists management in monitoring and training new Information Operators.
• Performs related work as required.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent and one-year customer service experience. Must have basic understanding of a PC-based operating system.

ADDITIONAL REQUIREMENTS:

• Must learn and be able to use Info Agent and COM software from Trapeze, Google Transit, and other trip generating software.
• Must learn various software to assist customers with go Mobile, goCard, TVM and other fare purchase options.
• Must learn and use AVL and Swiftly software to assist customers with route schedule adherence and detours.
• Must work cooperatively with diverse groups of customers and employees.
• Must be an effective listener and communicator with strong interpersonal and relationship-building skills.
• Must have above average spelling and grammar skills.
• Must have above average communication skills including clear voice, proper inflection, and a pleasant/congenial personality in order to convey a professional image to the general public.
• Must be able to acquire a thorough knowledge of VIA's service area, bus routes, and the entire service support system.
• Must work independently and use good judgment to make minor decisions that could have a significant impact on our customer's trip completion and satisfaction.
• Must be able to anticipate and recognize inaccurate or inconsistent information and ask follow-up questions to clarify and verify customers' travel needs.
• Must be able to read semi-complex materials and discern colors of maps, headway sheets, software displays and other paperwork, vital to providing customers' requested information.
• Must be able to sit or stand for long periods of time.
• Must maintain composure under stress.
• Must be able to receive, handle and maintain records of payment.
• Must have adequate typing skills.
• Must have thorough knowledge and understanding of APX and military time.
• Bilingual (English/Spanish) preferred.
• Must be able to maintain good work attendance.
• Safety Accountability Statement:
• - Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.
• - Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs; related to safety, health, and system security.
• - Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.
• - Employees are responsible, and…