Customer Service Operations Liaison

Hampton Roads Transit; Norfolk (CO); On-site; USD 27,000 - 34,000; Full time

Job summary

Hampton Roads Transit is seeking dynamic, customer service oriented individuals to join a team delivering public transportation across the Hampton Roads region. The role focuses on answering inquiries, providing accurate information, and supporting dispatch and clerical tasks.

The position is non-exempt and requires the ability to handle routes, schedules, fares, and customer needs with a high standard of service. Equal opportunity employer with accommodations available upon request.

Qualifications

• Previous customer service experience preferred.
• Strong communication skills for clear information delivery.
• Ability to respond accurately to customer inquiries and provide guidance.

Responsibilities

• Liaison with dispatch regarding delays in bus, rail and ferry operations.
• Responds to customer inquiries on routes, schedules, fares, and services with complete information.
• Answers telephone inquiries with information about routes and fares.
• Updates route information and customer alerts.
• Process and respond to customer complaints and inquiries.
• Provide departmental clerical support including word processing and spreadsheets.
• Operate transit master ACS and CAS systems; provide premier customer service.
• Manage records in compliance with Records Management Policies and Procedures.

Skills

Customer service

Communication

Telephone inquiries

Problem resolution

Tools

ACS system

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:

(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].