Customer Service Representative

Salary:

Position Range: $20.19 - $28.65 Hiring Range: $21.882 - $25.266 Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs.

FLSA Status:

Non-Exempt

Join the team that keeps the Tri-Cities moving!

OUR MISSION

Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.

OUR VALUES

We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety.  Employees and representatives of BFT are expected to uphold our values and mission.

Nature of Position

Provide effective customer service for all internal and external customers by using excellent customer relations skills and providing in-depth knowledge of Agency products and programs.

Essential Duties and Responsibilities

• Greet customers, answer inquiries about transit services, routes, schedules, stop locations, and fares.

• Provide information and assistance to internal and external customers or refer them to the appropriate source of information; issue ID badges for visitors.

• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Perform clerical duties such as file, photocopy, fax, data entry and answer phones.

• Prepare and modify documents, including correspondence, reports, and forms; ensure accuracy and clarity of final copy.

• Collate and make available transit information materials for customers.

• Enter data and information into computer-based system; create daily reports.

• Maintain a high level of professionalism with customers; establish a positive rapport with callers.

• Perform ticket/pass sales transactions involving cash/credit payment; perform daily reconciliation.

• Coordinate logistics for field trip requests.

• Resolve transit relevant concerns with internal and external customers.

• Assist with the Agency’s Travel Training Program by educating and training commuters about the public transit system.

• Receive, log, store, and monitor lost and found items; assist customers in locating lost items; destroy or donate items based on established Agency guidelines.

• Work with and maintain confidential information.

• Maintain regular and punctual attendance.

• Other duties as assigned.

Knowledge, Skills & Abilities

• Understand and apply customer service methods, including telephone etiquette, patience, conflict resolution, and persuasion.

• Familiar with the geography, major transit routes, and landmarks of Benton and Franklin Counties; read schedules, paper/electronic maps; comprehend directions of travel.

• Efficient in basic clerical duties such as filing, typing, faxing, recordkeeping, and data entry.

• Establish and maintain cooperative working relationships with those contacted during work.

• Basic understanding of mathematical concepts to make detailed calculations quickly and accurately.

• Learn new technologies, policies, procedures and guidelines established by professional organizations and/or governing agencies.

• Utilize office equipment and other relevant technology (software and systems) to meet business needs.

• Understand, follow, and communicate clearly and concisely, both orally and in writing.

• Work as a team member and independently; effectively apply organizational and time management skills; meet deadlines and comply with Agency policies.

• Exercise sound judgment in making decisions.

• Focus on tasks and recall details; handle frequent interruptions.

Other Characteristics

• Collaboration:  Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively. 

• Diversity: Demonstrates an awareness and respect of cultural and individual values.  Treats all people with dignity, courtesy and respect.

• Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct.

• Customer Service:  Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations.

• Innovation: Considers new approaches to situations; encourages ideas and improvements.

• Sustainability: Actively encourages environmental benefits and the conservation of natural resources.

• Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.

Minimum Qualifications

High School Diploma or G.E.D. equivalent and two-years of experience in administrative or customer service; or an equivalent combination of education and experience.

LICENSES, CERTIFICATIONS & OTHER REQUIREMENTS

None.

Preferred Qualifications

Proficiency in speaking and writing Spanish.

Physical Requirements

Generally sedentary in nature; occasionally stand and walk; intermittently kneel, stoop, bend and twist at the waist, and reach overhead; sit for long periods of time. Rarely kneel, crouch, or crawl. Occasionally lift, push/pull, or carry up to 40 pounds. Good vision to read print and computer screen. Hear and speak to communicate in person, before groups, and over the telephone. Manual dexterity of hands and fingers to include repetitive keyboarding, grasping and reaching to operate a computer keyboard, mouse and/or standard office equipment.

Working Conditions

Work is primarily performed in an office environment where noise, frequent interruptions and lack of private workspace may be present. Operate a motor vehicle.

If you want to give back to the community, consider hopping onboard the team that's going places!

Equal Employment Opportunity (EEO) Policy