Transit Customer Service Representative

Job Title

Under general supervision, is responsible for customer service activities, involving the handling or requests, complaints and/or other transit-related questions for the County's mass transit public program and any other transit services the County may provide.

Essential Duties And Responsibilities / Knowledge, Skills And Abilities

Perform customer service duties in providing transit route information to the public and ensure that all concerns are satisfactorily resolved. Perform Paratransit rider scheduling and ride confirmation functions (involving the utilization of computer software). Answers other transit-related questions and respond to complaints. Provides route planning information to the public by phone, in person or through TTY machines for the hearing impaired. Verifies with dispatch on bus schedule delays or detours, and answer questions on fares, schedules, boarding and transfer points, paratransit services, lost and found articles or other service-related issues. Maintain log of all inquiries and complaints in computer-based tracking system. Receives and respond to passenger complaints, including complaints from individuals who may be irate. Receives complaint, create and distribute customer service report to appropriate party, provide accurate information and respond to complaints. Maintain records, complete forms such as phone, customer service or lost and found and maintain log sheets. Prepare and mail bus schedules; stock bins, information displays and depot with schedules. Analyze records such as call reports, route efficiency and passenger/stop data. Dispose of unclaimed property and perform other clerical duties as assigned. Provide transit information to the public (involving the utilization of computer software), either in person or over the telephone regarding bus routes and schedules. Communicate related information regarding transit policies, cash fares, different types of bus passes and tickets, bus stop locations, transfers, and bus maps. Screen, assist and/or refer callers and walk-ins to the appropriate individual units, or to other agencies as appropriate. Assists the Customer Service Supervisor with month end reporting Performs work related to this job description as required. KNOWLEDGE, SKILLS AND ABILITIES: (Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Knowledge of office practices and procedures to include: business English, commercial arithmetic, application of basic bookkeeping principles relating to account receivable functions. Skilled in the operation of a calculator, computer, multi-line telephone system, bursting machine, speed printer, mail opener. Must be able to function accurately in a fast paced, pressure-oriented atmosphere. Ability to understand and execute oral and written instruction and to explain interpretations of ordinances, rules and regulations to the general public. Ability to compose and type business letters and to communicate well with irate customers in a courteous and business-like manner.

Education And Experience

Graduation from high school or possession of an acceptable equivalency diploma and two (2) years customer service experience involving frequent public contact and computerized records. Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis. CERTIFICATES, LICENSES, REGISTRATIONS: Must possess a valid Florida Driver's License

Physical Demands / Work Environment

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

Acceptable eyesight (with or without correction)

Acceptable hearing (with or without correction)

Ability to sit for long periods of time.

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.

Occasional lifting/light physical work.

Occasional feeling, working speed.

Very frequent repetitive hand motion.

Constant speaking, hearing, seeing.

WORK ENVIRONMENT:

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

Work is performed primarily indoors.

Involves frequent interaction with people.

May require attendance at night meetings and/or outdoor meetings.

Very frequently cold.

Constantly working with adequate lighting and ventilation.

Ada/Compliance Statement

This document may be reproduced upon request in an alternative format by contacting the County ADA Coordinator (772) 320-3131, the County Administration Office (772) 288-5400, Florida Relay 711, or by completing our accessibility feedback form at www.martin.fl.us/accessibility-feedback .

Eeo Statement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Drug Free Workplace Policy Notice/Statement

The Drug Free Workplace Policy, serves as notice to all employees that it is a condition of employment to refrain from using illegal drugs or abusing legal drugs, and that a drug-testing program is implemented.

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Benefits

Florida Blue - Blue Options Medical Plan & PPO Dental: -Employee only $92.15 (26 pay periods) -Employee Family $235.87 (26 pay periods) The Employee Wellness Center may be utilized by all covered employees and their covered dependents at no cost. Health Reimbursement Account (HRA) Annual Funding: -Employee only $470 ( employer funded ) -Employee Family $940 ( employer funded ) Additional Insurance Plans: Vision Long Term Disability Life Insurance Aflac Flexible Spending Account (FSA) HRM and Teamsters Specific Benefits: 12 – Paid Holidays annually Paid Time Off (PTO) Tuition Reimbursement Employee Assistance Program (EAP) Florida Retirement System (FRS) IAFF Specific Benefits: 10 step pay plan with 6% per step increase 12 Paid Holidays Sick Leave- 144 hours per year Vacation leave- 144 hours per year (increases to 180 hrs. in 5th year). Career incentive pay Special Operations Team Pay (Technical Rescue and Water Rescue) Hazardous Materials Response Team Pay Lifestar Aeromedical Team Pay Promotional Opportunities Florida Retirement System (FRS) Deferred Compensation Plans Employee Assistance program (EAP)