Transit Customer Support Liaison

1 week ago


Norfolk, Virginia, United States Hampton Roads Transit Full time

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 Customer Service, ensuring timely communication regarding service interruptions, route changes, and incidents to customer service representatives via the CAS system bulletin board. The position involves assisting in the resolution of customer complaints and providing accurate information to the public and customers through incoming calls managed by the Avaya system.

Key Responsibilities:

  • Act as a liaison with dispatch in Operations concerning delays in bus, rail, and ferry services.
  • Manage the closure of customer complaints directed to Operations and monitor overdue responses.
  • Address customer inquiries regarding routes, schedules, fares, and other services, offering comprehensive information and recommendations.
  • Handle telephone inquiries, delivering information about transit services effectively.
  • Update and maintain route information, customer alerts, and other transit-related communications.
  • Process and respond to customer feedback and inquiries efficiently.
  • Provide clerical support, including word processing and spreadsheet management.
  • Operate transit master ACS and CAS systems, ensuring premier customer service for internal and external stakeholders.
  • Coordinate records management within the department.
  • Maintain awareness of the organization's Environmental Management System (EMS).
  • Adhere to all job responsibilities in line with the Environmental Policy and Emergency Management Plan.
  • Proactively manage social media updates related to customer service.
  • Perform additional duties as required.

Essential Skills and Qualifications:

  • Exceptional communication and interpersonal skills, with a pleasant telephone demeanor.
  • Knowledge of customer service principles and public relations techniques.
  • Familiarity with the local area and ability to engage effectively with the public.
  • Capability to follow written and verbal instructions accurately.
  • Strong organizational skills and attention to detail.
  • Proficiency in Microsoft Office Suite and ability to multitask under pressure.
  • Flexibility to work evenings, weekends, and holidays as needed.

Education and Experience:

  • High school diploma or GED required.
  • Minimum of one year of experience in customer service, including general office duties and data entry.

Physical Requirements:

This position involves extensive keyboard operation and telephone use. Candidates may be required to work outdoors and stand for extended periods, with the ability to lift up to 25 lbs.

Hampton Roads Transit is an Equal Opportunity Employer.



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