Customer Information Clerk, On Call, Bilingual (Spanish) Required

Riverside Transit Agency - Hemet, CA (30+ days ago)4.1


JOB SUMMARY The Riverside Transit Agency is recruiting for the position of Customer Information Clerk in our Marketing Department. This recruitment will be used to fill any current vacancies and to establish an eligibility list for future vacancies.

The Customer Information Clerk assists in maintaining a high quality, responsive working environment and provides friendly, courteous customer service and accurate information.

NOTE: The Customer Information Clerk works a maximum of 19 hours a week. The position is located at our Hemet facility and requires availability for a flexible work schedule, including evenings, weekends, and holidays.

ESSENTIAL DUTIES/RESPONSIBILITIES

Essential job duties include but not limited to:
  • Provides courteous, friendly and accurate service to customers at all times.
  • Receives phone calls and provides routing information regarding the location of bus stops, routes, fares, schedules, transfers and the Agency's rules and regulations regarding fixed route and Dial-A-Ride bus services.
  • Assists callers in planning routes, considering desired arrival and departure times, and using schedules stored in files (paper or software based).
  • Ability to manually create trip itineraries using Ride Guide, system map, Thomas Guide, stop list, etc., when access to trip planning software is unavailable.
  • Reviews and becomes familiar with special routes, policy changes, special service changes and/or shuttles for various events.
  • Attempts to resolve unusual requests for route, fare information or other difficult requests or problems.
  • Checks status of buses with internal and contractor dispatch via phone or radio.
  • Transfers misdirected calls to appropriate sources.
  • Ability to speak, read and write in English clearly and proficiently. Ability to speak, read and write Spanish is highly desirable.
  • Ability to correctly pronounce Riverside County street names, and a detailed knowledge of Riverside County geography including landmarks and key transfer points.
  • Rides Agency buses at direction of supervisor to become familiar with Agency services, conducts passenger surveys, and provides community outreach.
  • Receives and documents calls pertaining to customer complaints, comments and commendations.
  • Ability to work nights and weekends as needed to provide appropriate coverage in the call center.
  • Assists with receptionist duties as needed.
SUPERVISORY RESPONSIBILITIES
This position has no regular supervisory responsibilities.

QUALIFICATION GUIDELINES

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Education:
High school diploma or general education degree (GED).

Experience:
One year of recent work experience providing customer service, preferably in a public transit environment, or an equivalent combination of education and experience. Call Center experience is desirable.

FOR GENERAL INFORMATION ON COMPLETING YOUR ON-LINE APPLICATION OR DIRECTIONS ON ATTACHING A DOCUMENT TO YOUR ON-LINE APPLICATION; CLICK HERE:Application Guide
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, Ride Guides, Thomas Guides, and procedure manuals. Ability to write routine reports and correspondence and to speak effectively to customers or employees of the Agency. Bilingual (Spanish) speaking, reading and writing skills are required.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

COMPUTER SKILLS
Knowledge of basic office equipment and personal computers. Knowledge with software programs such as Microsoft Office, to include Word, Excel, Access, etc and specialized transit software.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES
Knowledge of customer service and transportation procedures and principles. Ability to organize and plan workload and work independently. Ability to establish and maintain effective working relationships with others. Knowledge of Western Riverside County and the ability to read and interpret maps is also required.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

The noise level in the work environment is usually moderate.

SELECTION PROCEDURES

Applications will be evaluated and only qualified applicants will be invited to participate in the selection process which may include: Written Examination (pass/fail), and an oral interview (100% weight). The examinations will be used to assess the applicant's knowledge, skills and abilities as they relate to the position. The selection procedures may change depending on the needs of the Agency; if such changes apply, qualified applicants will be notified prior to the administration of examinations.

The Riverside Transit Agency complies with State and Federal obligations to make reasonable accommodation for applicants and employees with disabilities. The Human Resources Department asks that it be advised of accommodation requests prior to the first test part. The provisions of this bulletin do not constitute an express or implied contract. In compliance with the Immigration Reform and Control Act of 1986, the Riverside Transit Agency requires that all new employees provide documentation to establish both work authorization and identity.

Note to Internal Candidates:
The following areas will be reviewed as part of the selection process:
  • Will be required to pass job related skills test(s).Testing may include, but is not limited to:
    • Written test(s)
    • Oral test(s)
    • Practical test(s)
  • Past year performance record will be reviewed:
    • Must have zero disciplinary actions, i.e. no:
      • Verbal warnings
      • Written warnings
      • Final Warnings
      • Performance Appraisal ratings must be at or above "Meets Standards."
      • Must have zero preventable accidents.
      • Must have no more than 5 Counted Absences within the previous 12 month period.
      • Must have no more than 2 Incidents/miss-outs within the previous 12 month period.