Customer Service Representative

Essential Duties and Responsibilities Answer customer calls and actively listen in order to assist the customer Take any customer compliments or complaints regarding service or employees Assist customers with scheduling, changing and rescheduling origin to destination rides Answer customer questions regarding origin to destination and fixed route bus routes Assist customers with finding accurate information for the location they are trying to schedule a ride to Assign drivers to specific vehicles to transfer the information to the Vehicle Assignment Sheet and the manifest. Track driver’s hours and times (start/finish) for daily scheduling Review and enter drivers daily manifest into the system Prepare schedule for TCA (Temporary Cash Assistance) taxi schedules Create the daily driver schedule using NOVUS/end of day check for violations Prepare subscriptions and updates for Go-Getters, MAC and Senior Programs customers Fill in for Origin to Destination Dispatch as needed Supervisory Responsibilities This position does not have any supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Intellectual Problem Solving o Identifies and resolves problems in a timely manner o Works well in group problem solving situations o Uses reason even when dealing with emotional topics Interpersonal Customer Service o Manages difficult or emotional customer situations o Responds promptly to customer needs Customer Service Representative September 28, 2023 o Meets commitments Interpersonal Skills o Focuses on solving conflict, not blaming o Maintains confidentiality o Listens to others without interrupting o Keeps emotions under control o Remains open to others’ ideas and tries new things Oral Communication o Speaks clearly and persuasively in positive or negative situations o Listens and gets clarification o Responds well to questions o Participates in meetings and trainings Written Communication o Writes clearly and informatively o Edits work for spelling and grammar o Able to read and interpret written information Teamwork o Balances team and individual responsibilities o Exhibits objectivity and openness to others’ views o Gives and welcomes feedback o Contributes to building a positive team spirit o Puts success of team above own interest o Able to build morale and group commitments to goals and objectives Organization Business Acumen o Understands business implications of decisions Cost Consciousness o Conserves organization resources Diversity o Demonstrates knowledge of EEO Policy o Shows respect and sensitivity for cultural differences o Promotes a harassment-free environment Ethics o Treats people with respect o Keeps commitments o Inspires the trust of others o Works with integrity and ethically o Upholds organizational values Organizational Support o Follows policies and procedures Customer Service Representative September 28, 2023 o Completes administrative tasks correctly and on time o Supports organization’s goals and values o Supports affirmative action and respects diversity Self-Management Judgement o Displays willingness to make decisions o Exhibits sound and accurate judgement o Supports and explains reasoning for decisions o Includes appropriate people in decision-making process o Makes timely decisions Motivation o Demonstrates persistence and overcomes obstacles Planning/Organizing o Prioritizes and plans work activities o Uses time efficiently o Plans for additional resources Professionalism o Approaches others in a tactful manner o Reacts well under pressure o Treats others with respect and consideration regardless of their status or position o Accepts responsibility for own actions o Follows through on commitments Quality o Demonstrates accuracy and thoroughness o Applies feedback to improve performance o Monitors own work to ensure quality Safety and Security o Observes safety and security procedures o Reports potentially unsafe conditions o Uses equipment and materials properly Adaptability o Adapts to changes in the work environment o Manages competing demands o Changes approach or method to best fit the situation o Able to deal with frequent change, delays or unexpected events Attendance/Punctuality o Is consistently at work and on time o Arrives at meetings and trainings on time Dependability o Follows instructions, responds to management direction o Takes responsibility for own actions o Keeps commitments o Completes tasks on time or notifies appropriate person with an alternate plan Initiative o Volunteers readily o Asks for and offers help when needed

Qualifications

Qualifications To perform this job successfully, an individual must be able to perform each essential job duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Less than high school education; or up to one month related experience or training; or equivalent combination of education and experience. Language Skills Basic skills – Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one on one small group situations to customers, clients and other employees of the organization. Mathematical Skills Minimum skills – Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance. Reasoning Ability Intermediate skills – Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills Microsoft Office – Word, Excel and Outlook Physical Demands 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. Stand – Rarely Walk – Rarely Sit – Regularly Use hands to finger, handle or feel – Regularly Reach with hands and arms – Regularly Stoop, kneel, crouch or crawl – Rarely Talk or hear – Regularly Lift weight or exerts force o Up to 10 pounds – Regularly o Up to 25 pounds – Occasionally Physical Demands o Close vision o Distance vision o Color vision o Depth perception o Ability to adjust focus Work Environment 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. Environmental Conditions o Work near moving mechanical parts – Rarely o Risk of electrical shock – Rarely Noise level in the work environment is usually o Quiet conditions o Moderate noise