Provisional Senior Customer Service Representative

Senior Customer Service Representative

This is a great time to join Santa Cruz METRO!

Salaries are on a six-step salary range schedule with 5% increases yearly. Typical placement on this position is made at the first step of the salary range. Upon successful completion of probation, the second step shall be paid.

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

Bilingual candidates strongly encouraged. This position's regular work schedule will include both Santa Cruz & Watsonville Transit Centers, as well as locations throughout the County for special events.

Definition

Under general supervision, a Senior Customer Service Representative performs lead worker and advanced customer service work related to providing information and assistance regarding transit services to customers; conducts transit-related special projects which may include marketing, public information, and community outreach activities; and performs related work as required.

Distinguishing Characteristics

Senior Customer Service Representative is the advanced-lead level class in the series. An incumbent in this class serves as a lead worker, performs the more advanced 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 lower-level class of Customer Service Representative because an incumbent in the latter class performs journey-level duties and does not have formal lead worker responsibilities. This class may be distinguished from the higher-level class of Customer Service Supervisor because an incumbent in the latter class supervises the work of 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.

• Serves as a lead worker over subordinate staff by prioritizing, assigning and monitoring work and providing training as needed; may provide input on performance evaluations.
• Performs 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 and takes photographs of customers for purposes of creating identification badges; reconciles booth sales, including sales balancing, discrepancy research, deposit preparation, and necessary reporting for Finance Department; works with bank for change orders.
• Provides information to the public regarding transit services, including the location of bus stops, routes, detours, fares, transfers, and policies; responds to inquiries about pass eligibility, 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 responds to public information requests; receives and processes compliments, complaints, and service improvement suggestions and provides responses as directed.
• Oversees Lost & Found program services.
• 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, and prepares data for management review, as assigned.
• Teaches and supports customers and customer service staff on METRO 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
• Supports implementation of fare media and systems projects including testing, CSR and customer training
• Coordinates directly with the Communications & Marketing (Customer Service) Manager on daily usage of revenue and ticketing systems, equipment, discrepancies, fare issues, refund requests, and procedures and provides training to customer service staff.
• Prepares Santa Cruz METRO tickets and passes for ticket agents and vendors; reconciles ticket stock and collects payments for tickets and passes sold.
• Processes, tracks, and reconciles ticket and pass requests received via online sales, mail order, and other channels, as well as discounted and complementary pass requests, and related bulk purchase activities.
• Prepares and makes bank deposits for all collected revenues, provides weekly summary deposit recaps of all ticket and pass sales to the Finance Department and other reporting as requested. May assist in audits, resolve technical and reporting issues, and ensures security and compliance with established financial controls.
• Maintains various records and information related to ticket and pass sales including sales reports, deposit slips, receipts, invoices, and other documents; compiles data and prepares reports on sales revenue, cash receipts, and other fare program activities; develops new or ad-hoc reports as requested by management.
• 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 Performs work of lower-level class of Customer Service Representative

Employment Standards

Knowledge of :

Ability to :

Minimum Qualifications

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be :

Education, Training, and Experience : Three (3) years of progressively responsible customer service experience equivalent to a Customer Service Representative.

Fluency in English and Spanish is desirable.

LICENSES AND CERTIFICATES : A valid California Drivers License will be required at the time of appointment and throughout employment. Must be able to obtain and maintain a current, valid California Class C Drivers License.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.