Senior Customer Service Representative

City of Pasadena, CA - Pasadena, CA (30+ days ago)


The City of Pasadena, Department of Transportation is seeking a Senior Customer Service Representative to provide front counter customer service, recordkeeping and purchasing tasks, assist at outreach events and support the Pasadena Transit and Dial-A-Ride programs for the Department of Transportation.

The current vacancy is in the Transit Division of the Department of Transportation.

IDEAL CANDIDATE
The ideal candidate will primarily have exceptional customer service skills, including solving customer service issues, interacting with the public on the phone and in person, administrative support experience, recordkeeping skills including invoice processing and purchase order requests, strong knowledge of Microsoft Excel and Word, be comfortable in a dynamic multi-task environment, participated in community outreach, be familiar with public transportation/transit, and have a strong work ethic. Public agency experience is highly desirable.

Must type 40 net words per minute with 95% accuracy, evidenced by a typing certificate. Please note that you must attach a valid typing certificate as a document to your application. Applications without a valid typing certificate attached will be deemed incomplete and will not be considered for further consideration. Click here to review detailed information regarding the typing certificate requirements.

Essential Functions
The major responsibilities of this position are listed below. For more detailed information, please review the job description.

Provides daily customer service assistance on Pasadena Transit and Dial-A-Ride services, including answering phones, helping customers at the front counter with comments or requests for information related to the transportation programs, as well as online requests;
Establishes and maintains a variety of complex and detailed recordkeeping systems and reports; logs, calculates and monitors data for fixed-route farebox and TAP; manages Pasadena Transit ticket book sales; and assists with coordinating, monitoring and maintaining accurate accounting of the Senior/Disabled TAP program;
Assists in developing, projecting, administering, reporting and auditing transportation data and stats for accuracy; assists with activities and procedures related to reporting contract administration and compliance, records maintenance and procurement;
Participates in the development and implementation of department programs, systems, procedures and methods of operations, including computer-based systems;
Assists with review and preparation of various complex transportation reports and grant applications;
Assists in administering and monitoring interagency contracts and Memorandums of Understanding (MOUs) with various governmental agencies to ensure regulatory and contract compliance;
Reviews and tracks purchase orders, contract invoices, requisitions, and direct payment documents for funding availability, proper account codes and accuracy, ensures the division/department is in compliance with Citywide Purchasing and Liability and Insurance guidelines; and
Provides administrative support to professional staff as assigned; prepares correspondence and other written materials; represents the department in interdepartmental and community meetings as required; and supports the department's Dial-A-Ride Program, which includes application review, approval and processing, and database management.
Qualification Guidelines
COMPETENCIES
The following list represents the core competencies needed for success in this position.

Customer Service – Ability to offer excellence service to internal and external customers.
Interpersonal Skills – Ability to engage with other people in a positive way, regardless of their level, status or rank in the organization (or outside it).
Empathy with People – Ability to create a positive climate for an empathetic communication to take place and demonstrates an understanding of the other person's viewpoint and feelings.
Problem Solving Skills – Ability to find appropriate methods and means to provide a successful solution.
Communication Skills – The ability to present information clearly and in an organized manner.
Written Communication Skills - Presents information clearly and in an organized manner. Uses correct vocabulary, grammar, sentence structure, spelling, and punctuation.
Multi-Tasking Skills - Ability to build balanced and comprehensive strategies to achieve his/her goals through careful preparation and organization.
Time Management Ability – The ability to prioritize tasks with respect to importance and deadlines; consistently meet deadlines.
Attention to Detail - Shows a high level of care and thoroughness in handling the details of the job. Checks work to ensure completeness and accuracy.
Dependability - Has a strong work ethic; sees attendance and punctuality as serious commitments that have an impact on morale and the bottom-line.

EDUCATION AND EXPERIENCE
Graduation from high school or GED equivalent and three years related office or customer service experience, including one year providing direct customer service to the public or large customer base; or an equivalent combination of training and experience.

Desirable qualifications:
Graduation from an accredited two-year college with an Associate's degree in business, accounting, personnel management or another relevant field is preferred;
Customer Service experience in transit/transportation field;
Experience in a public agency is preferred.
Tyler Munis software experience is highly desirable.
Bilingual in either Spanish or Mandarin is desirable.
SELECTION PROCESS

The selection process will consist of an evaluation of training and experience and the most highly qualified candidates may be invited to participate in either a written or oral interview, and then a selection interview with the department.
Probationary work period is one year.

VACANCY INFORMATION

There is currently one vacancy in the Transit Division of the Department of Transportation.
The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.
Special Requirements
Must possess a valid California Class C driver's license and comply with the City's Motor Vehicle Safety Policy during the course of employment.

Must type 40 net words per minute with 95% accuracy, evidenced by a typing certificate. Please note that you must attach a valid typing certificate as a document to your application. Applications without a valid typing certificate attached will be deemed incomplete and will not be considered for further consideration. Click here to review detailed information regarding the typing certificate requirements.