Division: Operations
Closing Date: Until Filled
Location: Marion Transit Center - 1211 N. Marion Street, Downtown Tampa, FL 33602
Salary Range: $20.19 per union contract.
POSITION PURPOSE:
Receives and analyzes customer inquiries regarding HART services and provides optimum schedule/routing information as well as system wide information via telephone, fax, Telecommunication Device for the Deaf (TDD) or in person.
ESSENTIAL JOB FUNCTIONS:
- Answers customer inquiries regarding the HART bus system and provides detailed information via telephone, e-mail, fax, or in person.
- Receives and records calls customer concerns, routes them to the appropriate personnel via Community Report Tracking Program or immediately rectifies the concern if possible.
- Serves as ambassadors to the customer by establishing good relationships with customers and demonstrate outstanding customer care skills.
- Communicate clearly, courteously and friendly.
- Communicates daily with the Operations Control Center on any changes affecting customers.
- Review emails and add the information into the tracking system.
- Submit mail requests for customers.
- Assist with mass mail out to all of our customers, to include folding letter and stuffing envelopes, as needed.
- Enters daily data pertaining to customer comments and requests.
- Directs customers to the proper person or department.
MARGINAL FUNCTIONS:
- Performs other work-related duties as assigned.
REQUIREMENTS:
- Education and Experience:
- High School graduate or G.E.D. certificate.
- Minimum two years of customer service experience, preferably within a call center environment.
- Bilingual (English/Fluent Spanish)
- Must be minimum eighteen (18) years of age
Machines, Tools and Equipment Used:
- Telephone switchboard, computer, calculator, copier, printer, typewriter and fax.
- TDD machine, data card system, laminator and camera.
Licenses/Certifications:
- ADA Sensitivity Training. Preferred
QUALIFICATIONS:
Knowledge, Skills and Abilities:
- Bilingual (English/Fluent Spanish)
- Ability to answer telephone inquiries in an efficient, courteous, and friendly manner.
- Ability to receive the public with considerable poise, tack, patience, and courtesy.
- Excellent command of the English language and effective writing skills.
- Ability to work under stress and interruptions.
- Ability to interact positively with a variety of personalities and disabilities internally and externally.
- Ability to accurately memorize and retain details.
- Ability to read and interpret documents.
- Ability to perform calculations with accuracy.
- Ability to concentrate and learn.
- Ability to withstand harsh criticism and hostility under pressure and perform in a courtesy manner.
- Ability to dress appropriately and maintain personal hygiene.
- Ability to conduct oneself so that they are not a threat to themselves or others.
- Ability to meet attendance and punctuality requirements.
- Ability to be a flexible, effective team player.
- Experience using Word, Excel, Google Maps and smart phone applications.
- Knowledge of standard office practices, procedures and equipment.
- Knowledge of geographical area of county; HART schedules and routes.
Physical Demands/Work Environment:
- Work is performed in a standard office environment. Incumbent may sometime be located in an outdoor, street, community, or shop environment.
- Usual office environment.
- Constant telephone usage.
- Constant periods of sitting, speaking and listening.
- Constant periods of computer usage and written communication.
- Occasional exposure to noise and fumes.
- Occasional periods of walking, lifting and carrying supplies and equipment weighing up to 25 lbs.