What are the responsibilities and job description for the Customer Service Representative I Transit Store position at CapMetro?
Job Description
WHO WE'RE LOOKING FOR
This part-time role is scheduled for approximately 30 hours per week. Monday through Friday, typically from 10:00 a.m. to 4:00 p.m.
The Transit Store Customer Service Representative-Transit Store reports directly to the Supervisor, Transit Store. This position is responsible for in-person retail cashier sales and customer service functions within the CapMetro Transit Store.
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.
WHAT YOU BRING
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. Work will be monitored for quality, productivity, and training purposes.
Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.
Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Shift work, typically 9-hour workday for full-time (including 1-hour unpaid lunch period), with start times as early as 7:00am and departure time at 6:00pm or at the end-of-shift. Flexibility required as daily or regular work schedule may vary depending upon store needs. Overtime may be occasionally required. Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4 days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.
SECURITY SENSITIVE POSITION
This position has been identified as a “Security Sensitive” position. CapMetro will conduct annual background checks on incumbents in this position. A position is “Security Sensitive” if the incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area.
WHO WE'RE LOOKING FOR
This part-time role is scheduled for approximately 30 hours per week. Monday through Friday, typically from 10:00 a.m. to 4:00 p.m.
The Transit Store Customer Service Representative-Transit Store reports directly to the Supervisor, Transit Store. This position is responsible for in-person retail cashier sales and customer service functions within the CapMetro Transit Store.
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.
- Perform as a retail sales cashier:
- Educate and assist customers with purchases of bus and rail passes, Reduced Fare ID cards (RDIF), MetroAccess cards, and retail merchandise.
- Conduct retail sales transactions.
- Adhere to strict sales and inventory procedures and controls - including accuracy of sales transactions, reconciliation of sales to inventory and daily register closeouts, and adherence to performance expectations specific to the Transit Store staff.
- Issue approved Reduced Fare ID cards, including entry of data into the RFID database, taking ID photos, and producing the finished ID card. Perform the retail sales cashier functions associated with the issuance and sale of these ID’s.
- Cross-train and support cash operations functions in Treasury.
- Assist customers with the claiming and retrieval of ‘lost & found’ items.
- Assist customers with general bus and rail service questions, including trip planning, service changes, detours, special events, directions, fares, and literature.
- Answer the Transit Store and Lost & Found telephone lines, assisting customers, taking messages, and making call-backs as necessary.
- Assist customers requesting to file a comment, complaint, or suggestion.
- Perform routine tasks including, but not limited to, mailing out form letters, preparing Excel spread sheets, data entry, maintaining inventory of passes and merchandise, recordkeeping, and ensuring published CapMetro literature such as pocket schedules and brochures remain stocked for customer access.
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Performs other duties as required and/or assigned.
WHAT YOU BRING
- High school diploma or GED required.
- Two (2) years of progressively responsible customer service experience in a retail in-person sales environment preferred, with at least one (1) of those years serving in the regular capacity as a cashier.
- Bilingual (English/Spanish) preferred.
- Knowledge of the Austin Street system and a working knowledge of CapMetro services, with significant personal riding experience on CapMetro services strongly preferred.
- Skill in reading and interpreting maps and directions.
- Skill as a retail cashier, with experience making sales transactions at a cash register or point-of-sale system.
- Ability to operate and navigate a digital mobile device with IOS and Android systems.
- Ability to communicate and interact effectively with a wide range of customers, verbally and in writing.
- Ability to maintain composure with customers who present difficult or irate situations.
- Ability to work in a fast paced, high-volume retail environment.
- Ability to establish and maintain effective working relationships.
- Ability to operate personal computers, Microsoft Outlook, Word, Excel, and navigate Internet Explorer, operate company phones, copiers, faxes and standard office equipment.
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. Work will be monitored for quality, productivity, and training purposes.
Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.
Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Shift work, typically 9-hour workday for full-time (including 1-hour unpaid lunch period), with start times as early as 7:00am and departure time at 6:00pm or at the end-of-shift. Flexibility required as daily or regular work schedule may vary depending upon store needs. Overtime may be occasionally required. Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4 days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.
SECURITY SENSITIVE POSITION
This position has been identified as a “Security Sensitive” position. CapMetro will conduct annual background checks on incumbents in this position. A position is “Security Sensitive” if the incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area.