Customer Service Representative - rabbittransit dba York Adams Transportation Author (York, PA) in York, Pennsylvania For Sale

rabbittransit dba York Adams Transportation Author York County Customer Service Representative in York Pennsylvania United States Description: Customer Service Representative Our customer service department covers the hours between 7 AM and 7 PM and Saturdays 8 AM - 4 PM with representatives working various 8 hour shifts (8-5, 7-4, 10-7 or a split shift of 7 am -12 noon & 4-7 pm etc.) to cover these hours. *This FT position will be either 1) 10 AM - 7 PM shift Monday-Friday with rotating occasional Sats 8 am - 4 pm --OR-- 2) a split shift 7 AM - 12 noon & return to work 4 PM - 7 PM Mon- Fri. * You must be available to work the hours for these openings to be considered for the position.** Job Summary: Serves customers by providing service information, booking paratransit trips, giving accurate fixed route information to riders and answering and resolving service problems. Duties: Essential Tasks: 1. Makes a positive impression of the organization by politely and professionally answering telephone calls from a queue system. 2. Achieves and maintains rapport with customers by giving them the best possible service that translates into reservations and/or customer satisfaction. Asks questions to gain an understanding of the customers needs and current situation. 3. Increases paratransit and fixed route ridership by taking complete and accurate reservations for paratransit trips and answering questions or giving assistance with trip planning for fixed route riders. 4. Achieves and maintains knowledge of services in order to increase ridership and maintain customer satisfaction. Maintains knowledge of bus routes and general knowledge of regulations and eligibility requirements for specialty transportation programs. 5. Uses computer to enter or retrieve customer information, check the status of orders, make adjustments or retrieve information. 6. Expedites customer pickups by working closely with dispatch and scheduling. Communicates information to the customer. 7. Resolves service problems by clarifying the customers complaint or issue; investigating the cause of the problem; seeking solutions by collaborating with other Authority personnel; communicating and gaining customer support; and following up to ensure resolution. Assists in processing consumer complaints. 8. Recommends potential services or changes to management by informing them of unmet customer needs. Participates in staff meetings to gain knowledge and share information. Keeps management informed of critical incidents. 9. Completes assigned clerical work such as but not limited to editing manifests, filing. Maintains all necessary documentation. Completes projects as assigned. 10. Assists in selling passes, accounting for ticket sales, and handling/counting cash. Works at the transit center as assigned to greet the public, answer questions, and sell passes. 11. Maintains technical knowledge and customer service techniques by reading in-house literature/communications, participating in meetings and educational opportunities as necessary. Additional Tasks: 1. Contributes to team effort by performing other assigned duties as needed. Assists at front desk or transfer station as necessary. Assists in community outreach activities and other projects as assigned which may include customer surveying. Qualifications: Job Qualifications: Requirements listed represent the knowledge, skill, and/or ability, physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * High School degree or equivalent experience. Courses in customer service are desirable. * Minimum 6 months customer service experience with demonstrated knowledge of the field. * Demonstrated ability to be accurate, well organized, multitask, prioritize and have a sense of urgency. * Ability to be dependable, report to work as scheduled, and work flexible hours as necessary. * Demonstrated ability to concentrate and be an active listener. * Ability to speak clearly, effectively, to establish rapport, present information, and respond to questions from managers, staff, customers, and others. * Ability to interact with others to gain support; establish trust, and work as a team, help with outreach activities. * Ability to deal with stressful customer issues and waiting queues and remain professional and calm under pressure. * Ability to read and interpret documents; write emails and forms. * Knowledge of basic mathematics to calculate fare amounts and calculates cash amounts. * Must be able to pass background and credit check. * Demonstrated ability to be proactive in identifying, analyzing and resolving problems. * Ability to work independently either in cubicle or transfer center or work flexible hours as necessary. * Ability to use computers and office equipment. * Ability to comprehend and continually seek knowledge of services. * Ability to sit, stand, use close vision, hear, talk, and work with hands and fingers. Location: York, PA Salary Range: $12.00 Exempt/Non-Exempt: Non-Exempt Benefits: yes - group health ins, vacation, personal days, sick days, pension+ Employment Type: Full Time
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