Customer Service Representative II

.Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.  .
** Hourly Wage: $15.97
***
* Essential Job Functions:

**(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)
* Maintains situational awareness. Provides oversight for transit center lobby and monitors designated transit center activities.
* Sells fare media in accordance with consignment, audit, credit and other policies and procedures.
* Maintains thorough knowledge of all transit services, routes, schedules, transfer points, fares, and related programs and activities.
* Uses multi-line phone system software.
* Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, mobile fare payment software, and lost and found database.
* Responds (in person at the transit center and over the phone) to information and assistance requests from customers, the general public and other interested parties.
* Provides information pertaining to stops, routes, schedules, fares, fare payment options, lost and found, and other HRT services with complete information and recommendations tailored to meet customers’ needs.
* Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).
* Assists mobile fare payment customers with refunds, passes, and other support (Tier II support).
* Posts customer alerts and notifications.
* Produces and issues .
* Logs customer complaints, compliments, inquiries, and comments into the CAS. Conducts inquiry and complaint investigations and provides feedback as required.
* Facilitates language translation assistance.
* Ensures each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.
* Uses cash register, credit card machine, scanner, copier,  system, public address system, and other equipment as assigned.
* Maintains supplies and ensures route schedules are stocked.
* Supports special events as required.
* Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
* Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
* Complies with HRT policies.
* Performs other duties as required.
** Required Knowledge, Abilities and Skills Essential to

Job Functions:

** Possess excellent written and verbal communication skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment; ability to process information/media (ticket passes, mail orders, etc.)

through register system; ability to communicate with customer service representatives and customers; ability to read, count, and write to accurately complete all documentation; and ability to operate all equipment necessary to perform the job. Knowledgeable of Microsoft suite.
** Required Software Knowledge and Skills Essential to

Job Functions:

** Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.  Basic problem-solving skills associated with software applications used is expected.  Software usage relevant to job duties will be evaluated.

Software applications:

Microsoft Suite

CAD-AVLCASAvaya Phone Software Mobile Fare Payment

ID Card Database Public Address System
** Safety Responsibility:
** Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety…