GENERAL STATEMENT OF JOB DUTIES

This position entails handling routine inquiries and phone calls received from the general public via the Regional Customer Information Center. Additionally, it involves selling GoTriangle Fare Media in person at the Pass Sales Office located within GoTriangle's Regional Transit Center Hub.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers incoming calls through a multi-line phone system promptly and professionally, offering initial information on routes, transfers, paratransit, ridesharing services, etc.
• Utilizes transit itinerary software, digital maps and diverse resources to handle routine trip planning and ridesharing inquiries.
• Support Partner Transit Agencies customer inquiries throughout the region.
• Reserves on demand rides using a micro-transit application.
• Book emergency rides utilizing Share the Ride NC portal.
• Engages in face-to-face interactions with the public at the GoTriangle Customer service desk window on behalf of the GoTriangle Transit Operations department.
• Executes sales of Regional fare media via a computerized cash register system, managing transactions involving cash, checks, and credit cards, and ensuring accurate processing documented in daily reports.
• Receives and documents customer feedback in accordance with established procedures.
• Ensures adequate inventory of published service schedule brochures is maintained & mails as requested.
• Tracks and manages service-related feedback, undertaking various record-keeping responsibilities.
• Operates various office equipment as necessary.
• Prepares public correspondence and informational materials as required.
• Assists in organizational campaigns across multiple agencies.
• Continuous customer experience training and fundamental skills enhancement/development.
• Performs additional tasks as assigned and requested.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

• Completion of high school diploma or equivalent education.
• Minimum two years of experience in customer service or a related field involving public contact interaction.
• Strong organizational skills and adeptness in multitasking.
• Proficient in handling cash and credit card transactions, maintaining accurate and balanced sales reports.
• Fluency in English with some proficiency in Spanish for communication. Bilingual preferred.
• Self-assuredness in working independently.
• Capable of managing multiple tasks concurrently, including computer operations, handling multi-line phones, various transit software applications and addressing in-person inquiries.
• Possesses a pleasant and helpful conversational tone, demonstrating exceptional patience required for effective communication with both the general public and staff.
• Commitment to working during inclement weather conditions and during Holiday periods.
• Required to maintain a flexible schedule, working a minimum of 20 hours and up to 29 hours each week.
• Proficiency in Microsoft Suite, including keyboard dexterity and comprehensive understanding.

An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

GoTriangle is an equal-opportunity employer