CSO

Customer Service Operator I (CSO I)

Department: Operations
Section: Connector Services
Union: Teamsters Clerical

Under the direct supervision of the Supervisor of Connector Services, the Customer Service Operator I receives telephone calls, books connector reservations, and provides schedule and fare information to the general public. The operator checks to determine the best available route and transportation mode to meet a customer’s travel needs.

• Responds to customer calls and inquiries to provide information regarding connector and other transportation services, fare information, and booking of routine reservations.
• Identifies the more complex reservation requests which cannot be booked routinely and forwards to appropriate personnel.
• Receives and records customer complaints and forwards to supervisor.
• Maintains courteous, friendly, and professional customer relations.
• Processes and files reports and records.
• Updates and maintains map books and other reference materials.
• Refers callers to other SMART transportation services when such services are better suited to meet customers' needs.
• Maintains internal contact with SMART division staff.
• Maintains neat and clean work area.
• May be assigned special projects.
• Performs other related duties as directed.

• High School graduate or commensurate.
• Three years general office experience with exposure to telephone information operations desirable.
• Must have knowledge of the service areas.
• Must be able to use maps and street directories proficiently.
• Ability to perform mathematical calculations and maintain clear and legible reports.
• Strong human relations skills and desire to work with the public.
• Ability to speak clearly and distinctly.
• Must have experience relative to department functions.