Customer Care Rep.

DAVIDSON TRANSIT ORGANIZATION

POSITION DESCRIPTION

Title: Customer Care Representative - Ticket Sales Specialist

Purpose: This position is responsible for answering telephone inquiries from the public, taking complaints, mailing schedules and other materials requested by the public.

Position reports to: Customer Service Supervisor

Principal Duties of Job:

1. Responsible for selling fare media to customers at the Customer Information Booth.
2. Responsible for the completion of the reconciliation of daily sales and paperwork at the end of each scheduled shift.
3. Providing accurate, satisfactory answers to customer inquiries and concerns regarding the agency’s transit services.
4. Provide customers with accurate and up-to-date fixed route transit information utilizing Trapeze INFO Agent Software, Google Maps, and Transit Master.
5. Responsible for inputting customer comment entries in Trapeze COM Software that are reported via the Customer Information Booth.
6. De-escalate situations involving dissatisfied customers, offering assistance and support.
7. Guide customers through troubleshooting, navigating the company site or use of fare media platform and transit services.
8. Collaborate with other Customer Care team members to improve customer service.
9. Receive and input all Lost and Found items and enter them into Access Database.
10. Responsible for the fulfillment and distribution of fare media mail orders processed by the Call Center Team.

The principal duties are intended to describe those functions that are essential to the performance of this job, and must be performed unaided or with the assistance of reasonable accommodation. Other responsibilities are those functions, which are considered incidental or secondary to the overall purpose of the job. This job description does not imply that the above are the only duties assigned to the position. Employees may be required to perform any other job-related duties as requested by management.

Physical Requirements with or without reasonable accommodations:

- Physical activity includes but is not limited to:

sitting, standing, lifting, reaching, walking, talking, writing, carrying, grasping, holding, clarity of vision, speaking, listening.

- Must be able to operate office equipment, including but not limited to the telephone system, keyboarding, computer system, printer, copy machine, facsimile machine, adding machine, camera equipment, and cash register.

Other Requirements:

- Read schedules, maps, route guides, detour sheets, etc. and interpret information

- Understand and carry out detailed written or verbal instructions

- Perform arithmetic calculations

- Receives and counts cash and accurately reports figures

- Solve problems

- Speak clearly and distinctly

- Work with little supervision

- Perform repetitive work

- Practice good customer service skills

- Meet required deadlines

- Ability to work any schedule, including evenings and weekends on a regular schedule, and work overtime as needed

- Respond to emergency situations (such as reporting to work early/staying late due to bad weather)

- Maintains effective working relationships with all levels of employees

Recommended Preparation for Employment:

The successful candidate will have completed high school and/or possession of a GED certificate. Experience working with the public is highly recommended, as well as, previous telephone operator experience with excellent voice quality for telephone work. Be able to acquire knowledge of Davidson County and MTA service in a reasonable time.