Customer Service Operations Liaison

Trans Dist Comm of Hampton Rds; Massachusetts; On-site; USD 27,000 - 34,000; Full time

Job summary

Hampton Roads Transit in the United States is seeking dynamic, customer-service oriented individuals to join a committed team delivering reliable public transportation.

The role involves assisting riders with routes, schedules, fares, and service information, liaising with dispatch to handle delays, and performing clerical tasks while operating the transit master ACS and CAS systems. We offer competitive hourly wages and a supportive work environment.

Qualifications

• Customer service oriented and able to handle inquiries.
• Able to work in a fast-paced transit environment.
• Non-exempt status.

Responsibilities

• Liaison with dispatch regarding delays in bus, rail and ferry operations.
• Handle CAF complaints and track overdue responses.
• Respond to customer inquiries on routes, schedules, fares, and other HRT services with complete information.
• Answer telephone inquiries, providing information on routes, schedules, fares, and other information about HRT services.
• Update route information, customer alerts and transit information.
• Process and respond to customer complaints and inquiries.
• Provide departmental clerical support including word processing and spreadsheets.
• Operate transit master ACS and CAS system.
• Provide premier customer service to internal and external customers while handling calls.
• Manage records created and received in compliance with Records Management Policies and Procedures.

Skills

Customer service

Communication

Multitasking

Tools

Transit ACS/CAS system

Job description

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Hourly Range: $19.91 - $24.88

Essential Job Functions:

• Liaison with dispatch in Operations regarding delays in bus, rail and ferry operations.
• Handles closing of CAF complaints sent to Operations and tracks complaints past due over 10 days for response.
• Responds to customer inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations of HRT products to meet customers' needs.
• Answers telephone inquiries, providing information on routes, schedules, fares, and other information about HRT services.
• Updates route information, customer alerts and transit information.
• Process and respond to customer complaints and inquiries.
• Provide departmental clerical needs to include word processing and spreadsheets.
• Operate transit master ACS and CAS system.
• Responsible for providing premier customer service to internal and external customers while handling calls related to customer service department functions.
• Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Performs other duties as required.

Non-Exempt

HRT is proud to be an Equal Opportunity Employer.

If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at [phone] or email [e-mail].

Our mission is to connect Hampton Roads with transportation solutions that are reliable, safe, efficient, and sustainable.