Customer Service Representative

Spokane Transit Authority; Spokane (WA); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Medical Plans

Retirement plan

Paid time off

Bus passes

Employee discount

Job summary

Spokane Transit Authority is seeking a friendly Customer Service Representative to help meet quality service goals for our expanding Customer Service department. You will assist customers with accounts, respond to inquiries, and provide route and schedule information in person, by phone, and by email.

You will handle cash and payments, aim to resolve concerns, and support the team with a positive, empathetic approach as you serve the community across Spokane.

Qualifications

• Minimum one year of customer service experience.
• Ability to handle cash, checks and credit cards accurately.
• Proficiency with Microsoft Office suite including Word, Outlook and Excel.

Responsibilities

• Respond to telephone, email, social media and in-person requests for transit information.
• Assist customers with accounts, fare purchases and revenue items at the counter or over the phone.
• Provide route, schedule and trip planning information; educate customers on real-time information.
• Handle cash and payments; reconcile cash receipts daily.

Skills

Customer service

Cash handling

Communication skills

Public interactions

Tools

Microsoft Word

Outlook

Excel

Job description

Spokane Transit Authority is looking for a well-qualified Customer Service Representative to help us to meet our quality service goals forthe expanding needs of our Customer Service department. As a Customer Service Representative, you will be responsible for providing excellent customer serviceas youassist customers with their accounts, respond to public inquiries, provide route and schedule information in person,over the phone, and email. You will handle cash, checks and credit cards ascustomers purchasefare and other revenue items. STA is looking for an individual with a positive attitude and upbeat personality, to be a valued member of the Customer Service team. If you would like to serve your community, believe in diversity, and can be empathetic to the many situations you will see and hear, then this is the job for you!

Examples of Duties

• Receives and responds to telephone, email, social media and in-person requests for transit related information
  including trip planning, route inquires, and sales information.
• Provides trip planning assistance via phone, counter email, or social media by providing route, time and transfers
  information by referring to bus schedules and caller locations.
• Use and educate customers about “real-time information” to receive route information.
• Utilizes current computer technology through the Trapeze INFO- AGENT and INFO-COM to communicate trip
  planning or to document complaints and/or compliments.
• Receives and responds to customer complaints, questions and/or concerns.
• Resolve complaints, questions and/or concerns, using training provided.
• Assist individuals in emergency situations, including coordination with dispatchers.
• Attempt to deescalate tense interactions with upset customers.
• Operates cash register to give accurate change and sell bus passes, issues permits and smart cards, and maintains
  payment records.
• Processes website sales, verifies passes requested and payment, mails passes when necessary.
• Determines eligibility for reduced fare program; explains program rules and regulations; processes applications.
• Maintains and updates information for the reduced fare program.
• Reconciles cash register or cash box receipts.
• Performs daily and monthly reconciliation of all revenue and pass inventory, rents, and sales.
• Assists with a variety of functions to ensure an efficient operation.
• Open and process mail. Prepare mailings and/or deliver schedules, maps, passes and other documents.
• Ensures that all schedules are available within the Plaza and at outlets throughout the region, delivered either by
  mail or direct distribution

Education and Experience

Training & Experience
One year of customer service experience as a cashier, call center agent, customer service representative, or bank teller.

Physical Requirements
The physical activity of the position requires the ability to reach, stand, walk, twist, stoop, grasp, talk, and the ability to
lift up to 25 pounds. Duties are sedentary in nature and are performed in office working conditions. Must be able to hear
well enough, with or without correction, to receive and convey detailed information through verbal communication.
Must have visual acuity to determine denominations of cash.

Computer Skills
Must be proficient in Microsoft Office Word, Outlook, and Excel.

Ideal Candidate Profile

Customer Service is open 7am – 7pm, seven days a week, 365 days a year. Candidates must be available to work Full Time and work any shift during these hours.

In addition to the career opportunity and competitive wage, we also offer an excellent benefits package that includes:

• Wage range of $24.95/hour – $32.34/hour
• PPO Medical Plans (Vision coverage included) Premera Blue Cross – Your Choice 250 Heritage Plus Plan
• HMO Medical Plans (Vision coverage included)
• WA State Public Employee’s Retirement System (PERS)PERS 2 or PERS 3
• Deferred Compensation/457 plan
• Health Reimbursement Arrangement (HRA) employer contribution of $25/month
• Employer Paid Basic life ($25,000), AD&D ($5,000) and long-term disability insurance
• Pet Insurance
• Vacation Accrual Schedule (paid)
• 1-4 years of continuous service – 2 weeks per year
• 5-9 years of continuous service – 3 weeks per year
• 10-15 years of continuous service – 4 weeks per year
• 16-24 years of continuous service – 5 weeks per year
• 25+ years of continuous service – 6 weeks per year
• Sick Leave Full-time employees – 96 hours per year maximum Part-time Employees 72 hours maximum
• .0462 hours earned per hour in paid status
• 8 Paid Holidays
• 3 Floating Holidays and 1 birthday floater
• Free bus passes for employee and dependents
• Free Rideshare for Employees
• Onsite workout facility
• Accentra Employee Assistance Program
• $350 for new hire uniforms

Spokane Transit is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, disability, ethnicity/race, national origin, religion, gender, gender identity, sexual orientation or veteran status.