Customer Service Operations Liaison

Hampton Roads Transit; Norfolk (VA); On-site; USD 28,000 - 33,000; Full time

Job summary

Hampton Roads Transit is seeking dynamic and customer service oriented individuals to join a committed team delivering excellent public transportation. The hourly range indicates competitive wages and benefits in a stimulating environment.

Position emphasizes handling inquiries, updating transit information, and providing premier customer service across multiple modes (bus, rail, ferry). Equal opportunity employer and accommodations available upon request.

Qualifications

• Customer service experience is preferred.
• Strong communication and problem-solving abilities.
• Familiar with clerical tasks and basic spreadsheet use.

Responsibilities

• Liaison with dispatch in Operations regarding delays in bus, rail and ferry operations.
• Responds to customer inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations.
• 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.
• Operate transit master ACS and CAS system and provide premier customer service to internal and external customers.

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:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• 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].