View Customer Service Representative

Spokane Transit Authority; Spokane, Northern (WA, KY); Hybrid; USD 34,000 - 45,000; Full time

Benefits offered by this job

Wage range 24.95/hour – 32.34/hour

PPO Medical Plans

PERS Retirement System

Deferred Compensation/457 plan

HRA employer contribution

Life insurance

Vacation accrual 2–5 weeks/year

Sick leave 96 hours/year

Free bus passes for employee

Uniform allowance $350

Job summary

Spokane Transit Authority is seeking a Customer Service Representative to assist customers with accounts, inquiries, and fare purchases. You will provide route and schedule information in person, by phone, and via email, while handling payments and maintaining accurate records.

The role requires at least one year of customer service experience and proficiency in MS Office; knowledge of Trapeze systems is a plus. Open to full-time availability and diverse community engagement.

Qualifications

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

Responsibilities

• Respond to telephone, email, social media and in-person requests for transit information.
• Provide route and schedule information and assist with fare purchases.
• Handle cash, checks and credit cards and reconcile payments.
• Assist customers and deescalate tense interactions.
• Process applications for reduced fare and maintain related records.
• Operate computer systems to log inquiries and feedback.

Skills

Customer service

Cashier experience

Call center experience

Tools

Trapeze INFO-AGENT

INFO-COM

Microsoft Office

Job description

Spokane Transit Authority is looking for a well-qualified Customer Service Representative to help us to meet our quality service goals for the expanding needs of our Customer Service department. As a Customer Service Representative, you will be responsible for providing excellent customer service as you assist 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 as customers purchase fare 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 inquiries, 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 Employees' 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

If you have questions regarding this position or need assistance, please contact Cassidy Doohan, HR Specialist, via email [e-mail]. This position is open until filled.

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.