Customer Service Representative

BASIC PURPOSE

The Customer Service Representative provides accurate information and exceptional customer service regarding PSTA's programs, services, routes, and policies. This position assists customers by phone through the PSTA call center and in person at Customer Service Centers throughout Pinellas County, and the Front Desk, ensuring a positive and responsive customer experience.

ESSENTIAL FUNCTIONS

Answer phones and give detailed information to the public about using the PSTA bus system; read maps and utilize Google Maps to give directions.

Process and sell Flamingo fare cards, including Transportation Disadvantaged and other benefit-related discounted fare products, at PSTA Customer Service Centers and the Front Desk. Process customer payment transactions in accordance with established procedures.

Provide accurate, up-to-date routes, schedules, and Mobility on Demand information to customers, including Transportation Disadvantaged and Medicaid clients. Process and sell applicable fare products and program-related tickets. Utilize Language Line Solutions to assist customers with limited English proficiency.

Receive and document customer complaints, route them to the appropriate department for investigation, and resolve concerns directly when possible, in accordance with established procedures.

Stay informed on changes in service or new service; communicate with PSTA's Transportation Department regarding detours, breakdowns of equipment, and other important information.

Cover Front Desk duties as needed.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Position does not have supervisory responsibilities.

QUALIFICATIONS

EDUCATION: High school diploma or G.E.D. supplemented by training in telephone techniques or customer service.

EXPERIENCE: One (1) year experience as a customer service representative, receptionist, or other related clerical work where duties involved extensive public contact. Experience working in a call center environment, providing information and answering customer inquiries. Stable job history. Bilingual English/Spanish is a plus.

Equivalent combinations of education, experience, and training may be considered.

PERFORMANCE STANDARDS

Quality of Work: Produces accurate, thorough, and high-quality work, following applicable instructions.

Customer Focus: Provides excellent customer service to internal and external customers.

Communication: Communicates clearly and effectively with colleagues and stakeholders.

Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully and productively; contributes to a positive environment.

Productivity/Time Management: Effectively manages time and resources to meet deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve issues without guidance.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge: Knowledge of high-volume call center environments, including InfoLine and Mobility on Demand (MOD) queues; general office procedures; computer systems and software applications; point-of-sale (POS) systems; and cash handling procedures.

Skills: Skill in providing exceptional customer service in both phone and in-person settings; skill in operating multi-line telephone systems and navigating multiple computer applications simultaneously; skill in accurate data entry, cash handling, and processing transactions using POS systems; skill in clear verbal and written communication; and skill in basic mathematical calculations related to fares and transactions.

Abilities: Ability to respond to customer inquiries in a professional, courteous, and efficient manner; establish and maintain effective working relationships with employees and the public; multitask across multiple computer systems and software applications while accurately processing information; perform administrative duties, data entry, and basic mathematical functions; and maintain a working knowledge of PSTA routes, programs, and services.

PHYSICAL DEMANDS

Standing/Sitting: Constant 6 ½ hours or more per day, may alternate between sitting and standing at will

Driving/Walking: Occasional (less than 1 hour per day)

Bending, squatting, stooping, balancing, climbing, reaching overhead: Occasional (less than 1 hour per day)

Crouching, Kneeling, and Twisting/Turning: Rare, 1-2 occasions per day.

Physical Effort (exerting weight or force to lift/pull/or move objects): Constant sedentary work (6 ½ or more hours per day). Light Work (0-20 lbs.) & Medium Work (20-50lbs) is rare 0-5% (less than 1 hour)

Fine hand manipulation, pinching, picking, typing, feeling, grasping, repetitive hand/arm motion: Constant 6 ½ or more hours. per day

Vision: Ability to see at 20 inches or less: Constant (6 ½ or more hours per day). Ability to see at 20 feet or more: Constant (6 ½ or more hours per day). Ability to distinguish & identify colors: Constant (6 ½ or more hours per day), and peripheral vision and depth perception.

Speech/Signaling: Ability to verbally communicate: Constant (6 ½ or more hours per day).

Hearing: Ability to understand & process auditory information: Constant (6 ½ or more hours per day).

PSTA offers great training and career development opportunities. Learn more here: PSTA Professional Development

PSTA is an Equal Employment Opportunity Employer. We are committed to equal employment opportunity to all qualified persons, without regard to race, color, religion, creed, ancestry, national origin, age, gender, gender identity or expression, marital status, disability, or other protected status, as established by Federal or State laws.

PSTA complies with the Americans with Disabilities Act (ADA), to provide reasonable accommodations for persons with disabilities. If you have a disability that requires accommodation during the application or interview process, please call Human Resources at 727-540-1854.

PSTA is a Drug Free/Smoke Free Workplace. PSTA is an Equal Opportunity Employer - M/F/D/V

Veterans' Preference - Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by PSTA, and are encouraged to apply for the positions being filled.