Customer Service Ops Liaison

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Hourly Wage: $19.91 - $24.88

Essential Job Functions: (Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Serves as liaison with dispatch in Operations regarding service changes in bus, rail and ferry operations.
• Maintains situational awareness. Monitors weather, traffic, and other impacts on transit operations and customers.
• Uses CAD/AVL system to monitor vehicle activity and provide transit status (route, schedule, and tracking information) to management team and division personnel.
• Uses CAS bulletin board to publish information updates for management team and division personnel.
• Uses route-schedule list and bus stop list to provide route, schedule and bus stop information.
• Uses website tools to provide trip planning assistance and inform customers on delays and cancellations.
• Responds to customer telephone inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations on HRT services to meet customers needs.
• Prepares customer alerts and notifications using a variety of means including email, text, websites, passenger information displays, mobile fare payment applications, and CAD/AVL.
• Respond to customer complaints and inquiries.
• Provides excellent customer service to internal and external customers while handling calls related to customer service department functions.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
• Complies with HRT policies.
• Supports special events as directed.
• Performs other duties as required.

Required Knowledge, Abilities and Skills essential to Job Functions:

• Possess excellent communication skills, people skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment.
• Must be detailed oriented, good organizational and follow-up skills. Patience and flexibility to work with challenges and change.
• Knowledgeable of Microsoft suite. Ability to multi-task, good decision-making skills, work under time constraints.
• Knowledge of CAS system, ACS and knowledge of HRT routes/time points.
• Ability to work weekends, nights, holidays if needed.

Required Software Knowledge and Skills essential to Job Functions:

• Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
• Basic problem-solving skills associated with software applications used is expected.
• Software usage relevant to job duties will be evaluated.

Software applications:

• Microsoft Office
• CAD-AVL
• Mobile Fare Payment
• Call Management System
• Interactive Voice Response System
• Passenger Information Displays
• MailChimp

Safety Responsibility:

• Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm.
• Promote safety awareness and follow safety procedures and policies.
• Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education:

• A high school diploma or GED certificate.

Required Experience:

• One year of providing quality customer service to include general office experience and data entry.

Licenses or Certificates:

• Possess a valid Drivers License.
• Acquire a Virginia Drivers License within 60 days after the date of hire (in instances when an out of state license is not the applicants current state of residence).

Special Requirements

• Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media releases, etc.
• Ability to deal with customers in an efficient polite manner.
• Must have excellent computer skills.
• This position is classified as essential personnel.

FLSA Status: Non-Exempt

Physical Demands:

• Work requires extensive operation of a keyboard device and use of telephone.
• Must be able to lift up to 25 lbs.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work involves meeting multiple demands on a timely basis.
• Duties may require some seasonal overtime.

Non-Exempt.

HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at (757) 222-6000 or email careers@hrtransit.org.