Provisional Customer Service Representative

Salary Range:

$24.34 - $34.17

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business

Provisional appointments are for a defined term longer than six months but not to exceed two years. 

DEFINITION:

Under general supervision, a Customer Service Representative performs clerical and customer service work related to the provision of information and assistance regarding transit services to customers; participates in transit-related special projects, which may include marketing, public information, and community outreach activities; and performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Customer Service Representative is the journey level class in the series.  An incumbent in this class performs a variety of customer service functions in a call center or information booth and assists with outreach and public relations functions, as assigned. This class may be distinguished from the higher-level class of Senior Customer Service Representative because an incumbent in the latter class serves as an advanced- lead worker over subordinate customer service staff. 

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

• Performs a variety of sales and cashiering activities using print encoding media (PEMs) and/or selling transit tickets, passes, and coupons; operates a cash register and performs credit card transactions; receives applications, takes photographs of customers for purposes of creating identification badges; reconciles booth sales.
• Provides information to the public regarding transit services, including the location of bus stops, routes, detours, fares, transfers, and policies; responds to questions and explains different fare media to customers, photo identification, lost and found, and bus schedule publication and distribution.
• Provides general Paratransit service information; processes in-person and online paratransit diminishing balance orders and applies funds to customer accounts
• Receives and answers public information requests; receives and inputs compliments, complaints, and service improvement suggestions into the customer service database.
• Assists the Communications & Marketing Department by participating in outreach, public relations, and marketing activities and represents Santa Cruz METRO at special events as assigned;; performs data collection from various sources such as interviews with riders, onboard surveys, community partners, and employees as assigned.
• Instructs customers on METRO’s customer-facing applications, such as paratransit reservations, fare purchases and pass management, trip planning, real-time applications, customer loyalty, parking, and other related applications
• Monitors and reports on condition and accuracy of customer facing marketing and promotional materials and other posted METRO flyers, policies at METRO facilities; posts and removes materials as directed Performs assigned duties utilizing revenue, ticketing systems, and equipment, following department procedures.
• Supports preparation of Santa Cruz METRO tickets and passes for ticket agents, vendors, or community partners, including activating bulk quantity media and collecting any related payment
• Maintains various records and information related to ticket and pass sales including sales reports, deposit slips, receipts, invoices, and other documents
• May assist with Paratransit reservations as needed.
• Establish and maintain effective working relationships within the department, other internal divisions, and external agencies, supplies, vendors, and the public.
• Operates standard office equipment; utilizes computer software in performing job tasks.
• Operates a cash register and photography equipment
• Drive a Santa Cruz METRO vehicle to perform assignments
• Performs related work as required

EMPLOYMENT STANDARDS:

Knowledge of:

• Modern office practices, procedures, and equipment, including multi-line telephone systems.
• Applicable Federal, State, and local laws and regulations pertaining to Department of Transportation regulations and policies governing Americans with Disabilities Act (ADA) Fixed Route and Paratransit service.
• Regulations, policies, and procedures affecting Santa Cruz METRO customers.
• Specialized scheduling software.
• Local and regional transportation services.
• Principles and methods of currency counting and cash record-keeping.
• Effective customer service technique