Customer Service Representative

Enjoy working with people?

Is Customer Service your middle name?

POSITION PURPOSE AND OBJECTIVES:

The Butler County Regional Transit Authority (BCRTA) is seeking a dedicated and detail-oriented Customer Service Representative (Scheduling) to join our inbound call center team. This position is responsible for assisting customers with scheduling trips, managing reservations, and providing accurate information regarding transit routes, schedules, and services. The ideal candidate will be a strong communicator with exceptional attention to detail and a genuine commitment to providing excellent customer service.

Work Schedule

This position is scheduled Monday through Friday from 10:00 a.m. to 6:00 p.m. to work at our administrative office located at 6 S 2nd St, Hamilton, Ohio Occasional schedule adjustments may be required based on operational needs.

Essential Job Functions

• Answer inbound calls to assist customers with trip scheduling, service information, and general inquiries.
• Accurately enter trip and customer data into the scheduling system.
• Understand and explain BCRTA service areas, fares, and trip policies.
• Manage service-related updates, including changes, cancellations, and additions, while maintaining clear communication with dispatch and management.
• Advise customers on standard operating procedures and available service options.
• Coordinate with other Customer Service and Dispatch team members to ensure consistent communication and quality service.
• Intake and document customer feedback or complaints and forward to the appropriate coordinator or manager for resolution.
• Maintain professionalism and composure in high-pressure situations.
• Promote a positive public image of BCRTA and ensure every customer interaction reflects the agency's values of service and respect.
• Report time off and attendance accurately.
• Perform other duties as assigned.

This description should not be construed to contain every function/responsibility that may be required to be performed by an employee in this job. Employees are required to perform other related functions as assigned.

REQUIREMENTS:

Physical & Visual Activities:

• Constant period of hearing, near and far acuity, depth perception, color vision.
• Frequent periods of speaking and sitting.
• Occasional periods of standing, squatting, walking, kneeling, reaching, and twisting.

PHYSICAL DEMANDS:

• Work is primarily sedentary, performed in an office environment at a desk or workstation.
• Must be able to sit for extended periods while using a computer and telephone.

Work Environment

• Standard office environment.
• Frequent interaction with customers via phone and computer.

JOB QUALIFICATION REQUIREMENTS:

Skills and Abilities:

• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Competence in reading and interpreting written materials and data.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications (Word, Outlook).
• Ability to remain calm and professional under stress.
• Team-oriented attitude and willingness to collaborate.
• Basic math and data entry skills.

Experience:

• Minimum of one (1) year in a customer service role.
• Call center or transit scheduling experience preferred but not required.

Education:

• High school diploma or equivalent required.

Benefits

• 14% employer contribution to the Ohio Public Employee Retirement System (OPERS).
• Paid Time Off (PTO).
• Full Medical Benefits .
• Opportunities for professional growth and advancement.
• Supportive, team-oriented work environment.

About Butler County RTA

The Butler County Regional Transit Authority (BCRTA) is a public transportation provider and designated recipient for Federal Transit Funds in Butler County, Ohio. Serving communities including Hamilton, Middletown, Fairfield, West Chester, and Oxford, BCRTA connects residents to employment, education, and opportunity.

BCRTA is committed to enhancing quality of life and supporting economic development through safe, reliable, and accessible transit solutions. Our workplace values inclusion, teamwork, problem-solving, and innovation.

Applications are public records and will only be reviewed once for each position. Applicants must submit a separate application for each position of interest. BCRTA applications do not represent a contract of employment.

"BCRTA states as its policy a commitment to provide equal opportunity to all persons in matters affecting all employment processes (including but not limited to recruitment or recruitment advertising, hiring, upgrading, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay, or other forms of compensation) without regard to a person's race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, or veterans status.

Further, BCRTA is committed to complying with Title I of the Americans with Disabilities Act and prohibits discrimination on the basis of disability. BCRTA will make accommodations that are reasonable and not unduly burdensome to enable qualified disabled applicants and employees to participate in the employment process and perform essential job functions. "

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