Customer Service Information Agent

1 week ago

Durham, North Carolina, United States GoTriangle Full time
Job Overview

GENERAL SUMMARY OF POSITION

This role involves managing standard inquiries and phone communications from the public through the Regional Customer Information Center. It also includes the in-person sale of GoTriangle Fare Media at the designated sales office within the Regional Transit Center Hub.


KEY RESPONSIBILITIES

  • Responds to incoming calls via a multi-line phone system in a timely and professional manner, providing initial information on routes, transfers, paratransit, and ridesharing services.
  • Employs transit itinerary software, digital mapping tools, and various resources to assist with routine trip planning and ridesharing questions.
  • Supports inquiries from Partner Transit Agencies throughout the region.
  • Manages on-demand ride reservations using a micro-transit application.
  • Books emergency rides through the Share the Ride NC portal.
  • Engages in direct interactions with the public at the customer service desk on behalf of the Transit Operations department.
  • Conducts sales of regional fare media using a computerized cash register system, ensuring accurate processing of cash, checks, and credit card transactions, documented in daily reports.
  • Collects and records customer feedback following established procedures.
  • Maintains an adequate inventory of service schedule brochures and distributes them as requested.
  • Tracks and manages service-related feedback while performing various record-keeping tasks.
  • Operates necessary office equipment as required.
  • Prepares public correspondence and informational materials as needed.
  • Assists in organizational campaigns across multiple agencies.
  • Participates in ongoing customer experience training and skill development.
  • Completes additional tasks as assigned.

MINIMUM QUALIFICATIONS

  • High school diploma or equivalent education.
  • At least two years of experience in customer service or a related field with public interaction.
  • Strong organizational skills and ability to multitask effectively.
  • Proficient in handling cash and credit card transactions, ensuring accurate sales reporting.
  • Fluent in English, with some proficiency in Spanish preferred.
  • Comfortable working independently.
  • Capable of managing multiple tasks simultaneously, including computer operations and handling inquiries.
  • Possesses a friendly and helpful demeanor, demonstrating patience in communication with the public and staff.
  • Willingness to work during inclement weather and holiday periods.
  • Flexible schedule availability, working between 20 to 29 hours weekly.
  • Proficient in Microsoft Suite with strong keyboard skills.

WORKING CONDITIONS

Works in an environment with minimal exposure to dust, noise, or extreme temperatures, sharing the workspace with other customer service representatives. May encounter moderate exposure to less favorable working conditions while visiting operational facilities, requiring adherence to safety policies and procedures.


PHYSICAL DEMANDS

Sedentary work requiring the exertion of up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Primarily involves sitting, with occasional walking and standing.


EEO STATEMENT

GoTriangle is an equal opportunity employer committed to providing equal employment opportunities without discrimination based on race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran status, or any other legally protected characteristics.


ACCOMMODATIONS

GoTriangle is dedicated to a policy of nondiscrimination in employment and aims to achieve total equality of opportunity for all applicants. If you require reasonable accommodation due to a disability during the application or hiring process, please indicate the specific assistance needed.

Multiple positions may be available for these roles due to their transient nature.

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