Customer Service Representative
24 hours ago
Under general supervision, provides information and assistance to passengers and the public about transit services, including route and scheduling information; processes personalized transit trip requests; distributes transit information materials; assists with public information programs; sells transit passes; issues identification cards; performs clerical functions; and helps with community outreach events.
Essential Duties/Responsibilities
- Provide excellent customer service in person, by phone, and in writing, handling inquiries, complaints, compliments, and feedback.
- Offer accurate information on routes, schedules, fares, stop locations, and regional transit connections.
- Assist customers with Clipper cardsactivating, adding value, and explaining card/app use.
- Manage lost-and-found inquiries and guide customers through claim procedures.
- Complete and track Customer Service Forms (CSFs) for follow-up and resolution.
- Support administrative tasks such as data entry, filing, mailings, and supply orders.
- Provide trip-planning help using online tools (such as Google Maps) and specialized transit software.
- Maintain up-to-date reference materials on routes, fares, policies, and promotions.
- Assist paratransit (County Connection Link) with general inquiries and ID processing.
- Responsible for handling cash transactions and processing credit card payments.
- Maintain a professional demeanor with coworkers and the public, in a manner that is a positive representation of County.
- Other duties and responsibilities as assigned.
Minimum Qualifications
- Education and experience equivalent to high school diploma or general education degree (GED)
- One year experience in either a retail or customer service call center setting involving heavy contact with the public or equivalent combination of education and experience.
- Valid CA Driver's License
- Knowledge of customer service procedures such as telephone courtesy and effective ways of explaining and describing services and responding to customer requests, comments, and complaints.
- Knowledge of relative locations of cities, basic geography, and prominent landmarks in County Connection's service area.
- Ability to operate standard office equipment such as a computer, phone, and photocopier. Ability to be trained on and then use specialized equipment such as a postage meter, Clipper customer service terminal, and credit card terminal/machine.
- Basic typing, computer, and phone call handling skills. Knowledge of and ability to use common office computer software, including Microsoft Windows, Microsoft Word, Microsoft Teams, internet browsers (such as Chrome or Edge), Zoom Workplace, etc. Ability to be trained on and then use specialized software and/or web tools for phone call management, real-time bus location and arrival predictions, and logging and tracking customer complaints.
- Ability to read, interpret, and convey information contained in street maps, route maps, and bus schedules.
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