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Customer Support Specialist II

2 months ago

Hampton, Virginia, United States Hampton Roads Transit Full time


Position Overview:

A Customer Service Representative II plays a crucial role in delivering exceptional customer experiences in alignment with company standards. This position involves efficiently processing sales transactions, managing event ticket sales, overseeing ID badge operations, and ensuring the protection of company assets.

Key Responsibilities:

(The following duties are not exhaustive and may be supplemented as necessary.)

  • Provide each customer with outstanding service by fostering a welcoming atmosphere, which includes greeting and acknowledging every customer, upholding high standards, demonstrating solid product knowledge, and excelling in all facets of customer service.
  • Stay informed about transit and route information.
  • Accurately manage all cash and media transactions.
  • Assist customers by addressing their inquiries and requests.
  • Input all media from the register into the tally program.
  • Ensure that supplies and route schedules are adequately stocked.
  • Perform any additional tasks as assigned by management.
  • Handle and resolve customer complaints and inquiries.
  • Respond to telephone inquiries, providing information on routes, schedules, fares, and other services.
  • Review, implement, and update Emergency Operations Procedures related to customer service.
  • Update consignment records and conduct weekly audits.
  • Process Half Fare IDs and maintain the Half Fare database.
  • Provide clerical support, including word processing and spreadsheet management.
  • Manage records in compliance with company policies and procedures.
  • Undertake all other duties as assigned.

Essential Skills and Qualifications:

Strong written and verbal communication skills, along with a clear and pleasant telephone demeanor; familiarity with customer service and public relations techniques; general knowledge of the local area; ability to interact effectively with the public; capacity to follow written and oral instructions; ability to maintain simple records; proficiency in operating standard office equipment; capability to process information/media through the register system; ability to communicate effectively with customers and colleagues; and proficiency in reading, counting, and writing to accurately complete documentation. Familiarity with Microsoft Office Suite is essential.

Technical Proficiency:

Competence in utilizing computer systems and relevant software applications is critical for this role. Basic problem-solving skills related to software applications are expected. Software usage pertinent to job responsibilities will be assessed.

Safety Commitment:

Execute all job responsibilities in a safe manner to protect oneself, fellow employees, and the public from harm. Promote safety awareness and adhere to safety protocols. Actively report unsafe conditions and hazards to supervisors or the safety department.

Educational Background:

A high school diploma or GED, complemented by training in data entry.

Experience Requirements:

Preferred experience includes at least one year in customer service and cashiering, with a focus on delivering quality customer service and general office experience, including data entry.

Licenses and Certifications:

Must possess a valid Driver's License and obtain a Virginia Driver's License within a specified timeframe if coming from out of state.

Special Considerations:

Ability to read and write; demonstrate knowledge of office and telephone protocols; capacity to interpret schedules and media releases; and ability to engage with customers in a courteous and efficient manner. Strong computer skills, including proficiency in word processing and spreadsheets, are required. This position is classified as essential personnel.

Physical Requirements:

This role necessitates extensive keyboard operation and continuous telephone use. Must be able to lift up to 25 lbs and possess the physical capability to stand for extended periods and manage boxes of media.

Work Environment:

The characteristics of the work environment are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions. The role may involve managing multiple demands within tight timelines and requires flexibility to work varied hours, including nights, weekends, and holidays, as necessary.

Hampton Roads Transit is an Equal Opportunity Employer.