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Transit Customer Relations Specialist
2 months ago
Hampton Roads Transit
Customer Service Operations Liaison
Location: Norfolk, VA
Salary Range: $29,138 - $36,423
Hours: 5:00 am - 1:30 pm, Monday - Friday
This role serves as a crucial link between Operations and the customer service team, providing timely updates on service interruptions, route changes, and incidents to ensure effective communication with customer service representatives. The position involves managing customer inquiries and processing complaints, utilizing the CAS system for efficient information dissemination.
Key Responsibilities:
- Act as a communication bridge with dispatch regarding service delays across bus, rail, and ferry operations.
- Oversee the resolution of customer complaints and ensure timely responses to outstanding issues.
- Provide comprehensive information to customers regarding routes, schedules, fares, and available services.
- Manage incoming calls, delivering accurate details about transit services and addressing customer needs.
- Maintain and update route information and customer alerts to keep both the public and internal teams informed.
- Process ticket sales at various locations and during special events.
- Support clerical tasks including document preparation and data management.
- Utilize transit management systems effectively to enhance customer service delivery.
- Coordinate records management efforts within the department.
- Stay informed about the organization's Environmental Management System (EMS) and adhere to relevant policies and procedures.
- Engage with social media platforms to provide updates and information to the community.
- Perform additional duties as assigned.
Essential Skills and Qualifications:
- Exceptional communication and interpersonal skills, with a pleasant telephone demeanor.
- Knowledge of customer service principles and public relations practices.
- Familiarity with the local area and ability to engage effectively with the public.
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite and ability to operate standard office equipment.
- Ability to multitask and make informed decisions under pressure.
- Flexibility to work during weekends, evenings, and holidays as required.
Education and Experience:
- A high school diploma or GED is required.
- At least one year of experience in customer service and general office duties.
Physical Requirements:
This position involves extensive use of a keyboard and telephone, with the potential for outdoor work and the need to lift items up to 25 lbs. Reasonable accommodations may be made for individuals with disabilities.
Hampton Roads Transit is an Equal Opportunity Employer.
