Customer Support Specialist II

2 weeks 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 support in alignment with company standards. This position involves efficient processing of sales transactions, managing event ticket sales, overseeing ID badge operations, and ensuring the protection of company resources.

Key Responsibilities:

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

  • Deliver outstanding service to each customer by fostering a welcoming atmosphere, which includes greeting and acknowledging every individual, upholding high standards, demonstrating solid product knowledge, and executing all facets of customer service.
  • Maintain familiarity with transit and route details.
  • Accurately manage all cash and media transactions.
  • Assist customers by addressing their inquiries and requests.
  • Input all media from the register into the tally system.
  • Ensure supplies and route schedules are adequately stocked.
  • Perform any additional tasks as assigned by management.
  • Handle and resolve customer complaints and inquiries effectively.
  • Respond to telephone inquiries, providing information regarding routes, schedules, fares, and other relevant 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 corresponding database.
  • Provide clerical support for departmental needs, including word processing and spreadsheet management.
  • Manage records in accordance with the company’s Records Management Policies and Procedures.
  • Perform other duties as required.

Essential Skills and Knowledge:

Strong written and verbal communication skills, along with a clear and pleasant telephone demeanor; knowledge of customer service and public relations techniques; general awareness of the Hampton Roads area; ability to interact effectively with the public; capability to comprehend and follow both written and verbal instructions; proficiency in maintaining simple records; competence in operating standard office equipment; ability to process information/media through the register system; and capability to communicate effectively with customers and colleagues. Familiarity with Microsoft Office Suite is essential.

Technical Proficiency:

Proficiency in utilizing computer systems and software applications relevant to assigned tasks is essential. 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 safeguard oneself, fellow employees, and the public from harm. Promote safety awareness and adhere to safety protocols. Actively report unsafe conditions and hazards to management.

Training and Qualifications:

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

Experience Requirements:

Preferred experience includes at least one year in customer service and cashiering, along with general office experience and data entry.

Licenses:

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; interpret schedules and media releases; and interact 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.

FLSA Status:

Non-exempt

Physical Requirements:

This role requires extensive keyboard operation and continuous telephone use. The ability to lift up to 25 lbs is necessary, along with the physical capability to stand for prolonged 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 role. Reasonable accommodations may be made for individuals with disabilities. The position may involve meeting multiple demands within tight timelines and requires flexibility to work varied hours, including nights, weekends, and holidays as needed.

Hampton Roads Transit is an Equal Opportunity Employer.

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