The purpose of this position is to ensure customer service through telephone, radio, online, or direct contact and perform departmental administrative support and clerical functions.
Essential Duties and Responsibilities:
- Provides and documents customer service information to internal and external customers online, in person and over the phone regarding complaints, service requests, commendations, surveys, trip planning, travel training assistance and general inquires.
- Assists with difficult customer requests, challenging communication situations including languages other than English, working with visually or hearing impaired customers and alternative communications formats such as TTY.
- Performs data entry for service issues, customer complaints, telephone system and data reports, departmental monthly reports, and other reports as appropriate, to both city and contractor transit staff.
- Responsible for financial transactions including Reduced Fare account creation & maintenance, bus pass sales, cash drawer maintenance, cash, check and credit card payments, and associated paperwork and reporting, as well as, transportation of cash for deposit.
- Oversee contractor Customer Service staff training and transaction management and verification.
- Works with Accounts Payable and Receivable to process incoming and outgoing purchase orders & vouchers, account management and payment processing, and processing of departmental payroll and related transactions.
- Performs office duties by filing, typing, sorting, preparing, storing and distributing mail and correspondence, messages and packages and ensuring proper supply inventory and equipment functioning, including office and first aid supplies, bus passes, and management and maintenance of the point of sale and inventory management software system.
- Develop and communicate departmental and service information through a variety of outlets, including telephone messaging, posted bulletins, website and social media, and distribute bus schedules to various outlets as needed.
- Assists with facility safety and security by observing visitors, watching for and reporting strange or unusual behavior, maintaining proper access control, and responding to and assisting with unexpected situations as needed.
Supplemental Functions:
- Performs other similar duties as required.
Job Specifications and Qualifications:
Knowledge:
- Customer service principles and practices
- Modern office equipment
- MS Office software
- Basic mathematical concepts
Licensing and Certifications:
- Valid North Carolina Driver’s License preferred
PLEASE NOTE: Applicants must meet the City criteria for an acceptable driving record.
Working Conditions / Physical Requirements:
- Positions in this class require: fine dexterity, vision, hearing, talking, standing, sitting, reaching, handling, twisting, walking, pushing/pulling, foot controls, bending, crouching.
- Sedentary Work: Exerting up to 10 pounds occasionally or negligible amounts frequently; sitting most of the time.
- Incumbents may be subjected to extreme temperature, noise and vibrations.
Required Skills
- Providing customer service
- Keyboarding
- Operating a computer and related software applications
- Performing basic mathematical calculations
- Preparing routine reports
- Operating modern office equipment
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
Required Experience
- High school diploma or equivalency, with at least one (1) year of experience; or the City may consider an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
Please be sure to complete the application in full. Resumes may be uploaded with your application but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit. "See Resume" or "See Attachment" will NOT be accepted.
If multiple applications are submitted to an individual position, only the most recent application received prior to the posting closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.
The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of the positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented in this description. Fair Labor Standards Act (exempt/non-exempt) is designated by position. The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations.
