Under the supervision of the Customer Service Supervisor, the Customer Care Agent assists customers with transit trip planning and other information by telephone, email and in person. Responsibilities include assisting with promotional programs, delivering company mail to multiple locations, staffing the Transit & Visitor Information Center (TVIC) in downtown Long Beach, as well as the reception area of Long Beach Transit’s (LBT) administrative office. This position may also assist with representing LBT at events in the evenings and weekends to support community outreach efforts.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Provide excellent customer service for LBT customers by providing information on LBT services, tools and programs in a courteous and efficient manner, enabling customers to effectively use LBT’s services.
Deep knowledge of LBT services, programs and tools to be able to answer all inquiries regarding routes, schedules, fares and ridership-related policies and procedures.
Resolve customer concerns and escalate to leads and/or management as appropriate.
Utilize programs and tools such as the Microsoft Suite, CSM system, transit planning, etc.
Proactively provide feedback on LBT services, tools, website etc. on behalf of the customer to management for continuous improvement.
Staff front reception desk at LBT’s administrative office, which includes greeting all visitors, directing them as appropriate and answering the phones..
Representing and promoting the agency at community events.
Maintain lost and found system.
Maintain supply of brochures and other collateral materials at various LBT locations.
Performs cashiering functions for pass sales and special programs.
Maintains cash fund, balancing accounts, and preparing cash reports.
Assist with maintaining up-to-date and accurate information on website and materials regarding company services and policies.
Prepare special mailings for staff.
Transports and delivers mail/packages to multiple locations as assigned in company van.
Attends training programs as required.
Complies with all LBT safety regulations and reports safety-related accidents, incidents, and unsafe work conditions.
Other duties as assigned.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required for the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
ATTRIBUTES AND SKILL SETS:
EDUCATION and/or EXPERIENCE:
High school diploma or GED required with a minimum of two years’ experience in customer service or other customer facing related field. Proficiency sought with a variety of office and communications equipment, filing systems and record keeping. Bilingual (especially Spanish and Khmer) communication skills are a plus. Class C driver’s license preferred to perform some functions of the job as assigned.
This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.
