Customer Service Representative

Whatcom Transportation Authority   Bellingham, WA   Full-time     Call Center / Customer Service
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Posted on April 26, 2021

Customer Service

Representative

Do you have a friendly, positive demeanor?  If so, our CSR position might be the job for you! Is the primary contact for telephone and in-person customers. Provides information regarding fixed-route service; handles paratransit ride reservations; sells and accounts for fare media; provides office support and reception duties. HSD or equivalent, 2 years customer service exp., data entry, cash handling and general office exp. Req’d. Must be able to work rotating schedules incl. weekends. Bi-lingual a plus. Starting wage $20.40/hour plus exc benefits. Must pass background & credit check. Valid WA Driver’s License req’d.

Closes Sunday, May 9, 2021 at 9 pm

ESSENTIAL JOB FUNCTIONS:
1. Works professionally with, and provide friendly customer service to the public, people from other organizations and co-workers.
2. Coordinates with the Dispatch Center to answer questions to support service
delivery.
3. Obtains and records accurate information pertaining to WTA services which forms the basis for WTA records.
4. Refers comments, commendations and complaints to operations division supervisors. May input basic complaint information into communication tracking system.
5. Maintains thorough knowledge of fixed route and paratransit services.
6. Ensures compliance with Americans with Disabilities Act (ADA) and WTA service standards.
7. Maintains confidentiality of client records and information according to WTA policy.
8. Must be willing to work days, evenings, and weekends.
9. Must maintain punctual and regular attendance to provide dependable service to the public.
Fixed Route CSR duties:
1. Serves as primary in-person reception for visitors at various WTA locations answering questions from the general public about WTA services.
2. Acts as primary telephone contact for callers with administrative and RIDE Line needs. Refers administrative calls to appropriate parties and provides schedule and route information for RIDE Line callers.
3. Prepares and sells fare media, makes change, balances and reconciles the cash drawer daily.
4. Refills and reconciles the change machine and pass-vending machine at the Bellingham Transit Station.
5. Helps manage lost and found items, including procedures for disposal.
6. Monitors Bellingham Station lobby activities, contacting Expediter and/or Bellingham Police as needed.
7. Processes incoming and outgoing mail for WTA according to written procedures.
8. Audits WTA social media accounts, responding to or forwarding messages, as appropriate.
Paratransit CSR duties:
1. Receives and records accurate rider and trip information in the computer dispatch system.
2. Obtains other information needed to provide safe and efficient service for riders.
3. Answers questions from the general public about paratransit services.
4. Receives paratransit eligibility inquiries, mails eligibility applications, and arranges eligibility interviews for the Eligibility Specialist.
5. Applies ADA paratransit eligibility standards to service requests.
6. Reviews passenger requests for service, determining level of service available based on area of residence.
ADDITIONAL JOB FUNCTIONS:
1. Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR position.
2. Assists with other organizational activities on and off site.
3. Assists with daily and monthly record keeping and statistical reporting.
4. Attends meetings as required.
5. Receives on going organization training on issues related to the position (e.g. CPR/First Aid, Passenger Relations).
QUALIFICATIONS
Knowledge of:
• Professional customer service principles.
• Basic Whatcom County geography.
• Basic cash handling practices.
• Basic computer applications such as Microsoft Office Suite.
Ability to:
• Work professionally with, and provide friendly customer service to the public, people from other organizations and co-workers.
• Learn and apply WTA and Operations Division policies and procedures.
• Learn practical application of ADA principles in public transportation.
• Learn and apply WTA fare system.
• Communicate effectively with speech, writing and IT systems.
• Remain calm in high-stress situations, including assisting during Bellingham Station evacuation procedures when required.
• Complete all required forms and documents associated with the performance of the position.
• Produce accurate work, paying close attention to detail even when work is tedious.
• Use good interpersonal and problem-solving skills.
• Work effectively and cooperatively with other members of the team in an environment with constant interruptions and distractions.
• Learn and use computer applications relative to areas of responsibility, including point-of-sale systems, word processing, spreadsheet software, and other systems as implemented.
• Count money, make change, and reconcile regularly with minimal errors.
• Maintain confidentiality of WTA customer and personnel records and information.
EDUCATION AND EXPERIENCE
• High school degree or equivalent
• Two years' experience involving customer service-related work required.
• Cash handling experience required
• General office experience preferred
LICENSE OR CERTIFICATES:
• Valid Washington State driver's license at time of hire in order to operate WTA vehicles.
WORKING CONDITIONS, TOOLS, AND EQUIPMENT:
Currently the hours of this position are in the range of 7:00 am until 6:30 pm Monday through Friday, and 8:00 am to 5:00 pm on Saturday and Sunday. Hours and days of operation are subject to change based on WTA staffing needs.
Duties performed primarily in an office environment, but will require travel among agency facilities, on vehicles in service and to meetings. Typical office equipment used to accomplish job tasks: computer, printer, fax machine, photocopier, 10-key calculator, ACD telephone system, teletype writer (TTY) and point-of-sale cash register.
PHYSICAL REQUIREMENTS:
Physical ability to perform essential job functions includes, but is not limited to: sitting or standing for extended periods of time, effectively communicating over the telephone, finger/hand mobility to utilize keyboard, pushing/pulling, lifting (up to 30 lbs.) and ability to move throughout the office.
SPECIAL REQUIREMENTS:
Participation in the WTA's Fit for Work program is a requirement of employment which includes reasonable suspicion drug and alcohol testing. A background check will be conducted to include criminal records, credit history and driver's record.

COMPENSATION:

  • $20.40 to start, $25.50 top step