Customer Service Representative II (Full Time)

Customer Service Representative II

Full Time, Non-Exempt

About Us

The Greater Richmond Transit Company (GRTC) is an expanding mid-sized transit agency serving Virginia’s capital and the greater Richmond region.

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership.

Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential.

Located just ten minutes from downtown, GRTC’s headquarters power 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

SUMMARY

The GRTC Customer Service Representative (CSR) interfaces with the public to provide information relating to all GRTC services.

The CSR is critical in adding value to the customer experience. The CSR position is primarily performed in the Radio Room and in the Contact Center.

The CSR may be called upon to provide assistance with the Contact Center and Front Desk operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

• Provide schedule, route, fare and other general information to phone-in and chat / email customers.
• Ability to use Windows-based applications.
• Ability to work independently.
• Receive and document customer complaints and commendations through all media platforms (i.e., Facebook, Twitter, Web Customer Service email, Bus Tracker and )
• Represent GRTC with proper communication through Social Media platforms.
• Knowledge of updating Social Media platforms
• Assist with administrative tasks as needed, including filling in at the Front Desk when front desk receptionist is on break, and processing Lost & Found duties as needed.

KNOWLEDGE OF : Applicants must have the following knowledge base to successfully perform this job.

• Demonstrated Proficiency of all GRTC Fixed Route and Microtransit service lines
• Geography of service area, including landmarks and transfer points. Proficiency with Microsoft applications, Twitter, FacebookRoute numbers and names;

Headway reports; Fare structure for all service lines

ABILITY TO :

• Effectively communicate with customers.
• Exercise Frist Call Resolution skills and de-escalation techniques
• Use Windows based applications.
• Independently resolve customer concerns.
• Maintain confidentiality as required.
• Work independently.
• Ability to speak Spanish is preferred, not required.
• Learn a moderately complex urban mass transit routing and scheduling system.
• Work effectively and efficiently in a Dispatch & call center environment.

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit for 7 hours a day.
• Must be able to talk on the phone for same length of time.
• Must be able to operate a computer.
• Must be able to report to work in-person for all assigned hours.
• Must be able to communicate with English speaking customers, orally and in writing.
• Must be able to respond to customer complaints as required.
• Must be able to respond to email / chat / website inquires.

WORK SCHEDULE

May work up to 40 hours a week, to include evenings, nights, Holidays and weekends.

EMPLOYMENT STANDARDS

A candidate would normally have training and experience equivalent to completion of the 12th grade.

The call center training program is an intensive 3-month program. Proficiency will be gauged by the completion of two assessments : (1) assessment will determine level of proficiency regarding communication platforms (social media, email, website, app, etc.

2) Determine proficiency in understanding and communicating information pertaining to fixed route service (including Clever) and microtransit.