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Customer Service Representative I
4 months ago
Location : Espanola, NM
Job Type: Full-Time
Job Number: 23-00031
Department: Operations/Drivers
Opening Date: 05/06/2024
Position Description
Under immediate (Customer Service Representative I) or general (Customer Service Representative II) supervision, performs front-line customer service as needed to respond to calls for assistance and information; provides ongoing clerical and communications support as needed to expedite the timely recordkeeping and exchange of information for various rider requests and delivery of passenger services; provides technical support to users of certain District software; and performs related work as required.
- Follows daily routine for workday preparations and planning by utilizing District software; prepares "demand" and "set route" assignments; receives and schedules next-day "demand" calls from the general public; distributes daily manifests to paratransit/on-demand drivers; updates drivers as needed in software program.
- Utilizes District software to maintain daily ridership numbers; receives and processes driver ride reports, calculates total ridership, enters data into software fields and generates various automated reports from software application; may use customized spreadsheets as needed; analyzes and solves problems on related software for end users; provides a wide range of in-depth technical assistance to end users.
- Operates a multi-channel radio system to receive and transmit calls; ensures effective and timely communication with drivers; receives and disseminates incoming calls from the public; ensures compliance with FCC Rules and Regulations and NCIC and District rules and Regulations governing radio operations; acts as the direct communicative link between drivers, transit security, supervisors, law enforcement, and emergency responders during accidents, incidents, or community crisis.
- Logs all incoming and outgoing telephone and radio calls as required; maintains accurate and detailed logs on radio, telephone, referrals, and other various logs needed to complete schedules for vehicle operators and for reporting purposes; completes shift reports with pertinent details on a daily basis.
- Creates tally sheets and spreadsheets for all routes within the district; organizes binders with needed documents; prepares, maintains, and provides all current schedules for drivers.
- Provides end-user training and advice on communications and dispatch software and equipment to current employees, new employees, and management personnel.
- Facilitates full utilization of software solutions for provision of customer services, driver route adherence, and management and compliance with traffic laws and District policies.
- Sets up traffic safety control devices, cones, and barricades, as necessary.
- Observes and complies with all District and mandated safety rules, regulations, and protocols.
- Responds to emergency driving demands; fills in for absent non-commercially licensed drivers.
Education:
- Customer Service Representative I/II: Possession of a high school diploma or G.E.D. required.
- Customer Service Representative I: One (1) year of experience in customer service and clerical duties.
01
Do you currently posses a Commercial Drivers License (CDL) with passenger endorsement?
- Yes
- No
02
How many years of Customer Service related work experience do you have?
- Less than 1 year
- 1 to 3 years
- 3 to 5 years
- 5 to 7 years
- More than 7 years
Required Question
