Customer Service Representative

LTD Lane Transit District; Eugene (OR); Hybrid; USD 32,000 - 42,000; Full time

Job summary

LTD Lane Transit District in Eugene, Oregon is seeking a Customer Service Representative to serve as a liaison for riders and providers, handling inbound and outbound inquiries and resolving questions within required timeframes. The role emphasizes first call resolution and reliable teamwork.

Responsibilities include selling fare products, processing orders, maintaining inventory, assisting with special programs, and presenting at outreach events.

Qualifications

• High school diploma or GED required.
• Two years of work experience showing direct sales or customer service to the public and providing information.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint (testing will be used).
• General working knowledge of computer software and functions.

Responsibilities

• Represent the District and champion excellent customer service.
• Disseminate route and schedule information via email, TDD, telephone or in person and answer questions about District services.
• Sell fare products and fare instruments; fulfill orders; maintain fare instrument inventory and cash fund.
• Take customer input by phone, in person and via email.
• Assist customers in applying for District programs, process photo rider, and maintain program records.
• Follow the District's lost and found policy and procedures.
• Prepare route and schedule books before service changes; maintain records and operate office equipment.
• Schedule community outreach trips and present as needed.
• Follow Transit Operations Department instructions and work procedures.
• Perform other related duties as assigned.

Skills

Customer service

Sales

Cash handling

Microsoft Office

Education

High school diploma or GED

Two years of direct sales or customer service experience

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

PowerPoint

Job description

General Summary

Under general supervision, the Customer Service Representative acts as a liaison for internal/external customers and providers in the Lane County area. They are responsible for inbound and outbound customer contact and independently resolve questions, concerns, and incidents within a required timeframe. They provide excellent customer service with a focus on first call resolution whenever possible. This individual will have the ability to work independently and, in a team, oriented environment.

Essential Duties & Responsibilities

• Represent the District and serve as a champion for excellent customer service.
• Disseminates route and schedule information to customers or potential customers via email, TDD, telephone or person contact, and answers questions concerning District services.
• Sells fare products and fare instruments; fulfills orders for passengers and providers; maintains fare instrument inventory; distributes fare instruments and bus schedule information to passengers and customers; and maintains a sales drawer, including assigned fare inventory and cash fund.
• Take customer input over the phone, in person and via email.
• Assists customers in applying for special District programs, processes photo rider, and maintains records for programs.
• Follows the District's lost and found policy and procedures.
• Prepares individual route and schedule book prior to service changes; maintains a variety of records; and operates a variety of office equipment.
• Schedules community outreach trips and presents as needed.
• Follow District operating procedures and instructions from Transit Operations Department staff.
• Perform other related duties as assigned.

Supervisory Responsibilities

• None

Fiscal Responsibility

• Cash handling and POS.

Minimum Qualifications

Required Education and Experience

Any equivalent combination of education and experience which provides the knowledge, skills, and abilities required to perform the job. Education and course work can substitute for years of experience. Typical qualifications would be:

Experience:

• High school diploma or GED.
• Two years of work experience which exhibits direct sales or customer service to the public, and dispensing information
• Proficiency with Microsoft Products: Outlook; Excel; Word; and PowerPoint (will be validated with testing)
• General working knowledge of computer software and functions

Preferred:

• College course work in relevant areas such as Business or English is desirable
• Additional language skills
• Familiarity with public transit and the local service area

Competencies for Successful Performance of Job Duties

Knowledge of:

• Clerical Duties; Computer Literacy; Proofreading Standards; Professional telephone and email etiquette
• Direct sales techniques;

Ability to:

• Effectively Communicate both Written and Verbally; Provide Excellent Customer Service; Active Listening; Critical Thinking; Maintain Confidentiality; Effectively Manage Own Time;
• Account for cash inventory accurately, read maps, and interpret route and schedule information.

Position Type and Expected Hours of Work

• May work in a normal office environment and/or remote office as approved. Will sometimes be required to work and/or attend meetings or events in public and at all LTD locations.
• Monday through Friday 6:45 am until 6:15pm (8-hour shift will fall between these hours)
• Occasional abnormal hours are expected and required for specific events and to reach all employees.

Travel

• Travel within the metropolitan area may be required.
• Occasional travel outside of the region may be required.

Working Conditions & Physical Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Human Collaboration & Job Impact

• This position requires regular communication inside and/or outside the organization to exchange factual information that can involve explaining policies, procedures, services, and options.

EEO Statement

LTD is an equal opportunity employer.