Customer Service Specialist

1 week ago

Bremerton, United States Olympic Peninsula Personnel Full time

Position Summary: We are looking for Two Customer Service Specialists. Characteristic Duties and Responsibilities: Responds to requests for information for transit services and programs; assists customers in identifying transit programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation with other paratransit and fixed route services to ensure positive meets for passengers traveling outside of the County; registers citizens for a variety of transit programs. Provides trip information on existing routes to passengers; enters requests for rides into computerized scheduling systems, works with passengers to negotiate pickup and return times within established service policies; maintains customer files in computerized system; assigns trips to ACCESS routes where appropriate; accommodates same day requests and changes; calls passengers with pickup times or time adjustments; places recurring rides into computerized system; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers. Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints. Collects and maintains various service-related information and data; maintains databases and prepares reports. This position reports to the Customer Service Lead. Hours of Work: Employees in this position rotate shifts. You must be able and willing to work your shift during our hours of operation which are 7:00 a.m. until 6:00 p.m., seven days a week, including weekends and holidays. You must also be able and willing to work overtime when necessary, sometimes on very short notice. Hours of work may change based on program needs. Education and Experience: This position requires a high school diploma/GED and two years of customer service experience in an office environment, including record keeping and clerical duties. Experience in the public sector or social services field and in providing service to clients with physical, cognitive or developmental disabilities is a plus. You must be able to deal positively and appropriately with the public; work effectively with people having a variety of disabilities; understand physically impaired speech and/or limited English speakers; read and find addresses on maps and read bus schedules. Knowledge, Skills and Abilities: Following are some highlights of the knowledge, skills and abilities required to be successful in this position. • Customer relations skills • Maintaining records and preparing reports • Composing routine correspondence • Providing information and explaining regulations, procedures and guidelines to others • Communicating effectively orally and in writing • Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment • Using public relations techniques in responding to inquiries and complaints • Working on tasks that arise simultaneously and/or unexpectedly • Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public • Work independently and interact effectively and positively as a team member. • Good interpersonal skills, including patience and courtesy, with team members and members of the public. • React with sound judgment under stress while doing several things at once. Working Conditions/Physical Requirements: Work is performed in an open area at a computer terminal in a noisy work environment. The work involves extensive telephone communication and occasional exposure to unusual, difficult, or complex customer service situations. You must be able to hear at normal levels and speak clearly for teleph

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