Customer Service Department | Full-Time Hourly | Non-Exempt | Non-Safety-Sensitive

About the Job

Information Assistants have strong interpersonal skills and are conscientious, friendly, patient, polite, and positively affirm everyone they encounter. This position answers incoming telephone calls and receives visitors, determines the nature of the call or visit, and routes individuals to appropriate staff or provides information. Information Assistants report to the Customer Service Director and work out of the Administration and Operations Facility.

Essential Functions

• Maintains confidence of customers, staff, and others by providing accurate information including routes and schedules, utilizing related tools like MTD’s Trip Planner and Bus Stop Lookup, as well as general information about MTD’s services and operations

• Interacts courteously with the public in normal and conflict situations

• Operates as a liaison between the customer (internal and external) and Office Supervisors, Control Center Radio Operators, Operations Staff, and Street Supervisors on duty to ensure accurate information is dispensed and nonconforming situations are communicated

• Supports the administration and execution of ADA Paratransit Service and DASH Card programs

• Supports the Bus and Specialized Services Operators with the intake and distribution of employee uniforms, change funds, and manifests

• Receives and distributes mail, assists employees with sign-ups, and distributes internal communications

• Supports special projects distributed from office staff

Other Duties & Responsibilities

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Physical Demands

The exertion level required for this position is considered light work. Physical requirements include stooping, bending, standing, squatting/crouching, pushing/pulling, and reaching above shoulders. While performing the duties of this job, employees are regularly required to sit, with brief periods of walking and standing; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; use vision to read printed materials and a computer screen; and exert up to 20 lbs. of force occasionally or a up to 10 lbs. of force frequently to lift, carry, push, pull, or otherwise move objects.

Work Environment

The work environment involves exposure to conditions generally found in an office setting within a shared workspace. The work area is a close, limited space and the noise level is quiet to moderate. There are frequent interruptions to this position’s workflow with moderate foot traffic. There is an expectation to hold and attend meetings on a regular basis.

Additional Information

• Work shifts vary from day to night, as needed. MTD operates seven days a week, including weekends and holidays, and this position may require some work outside of traditional business hours.

• All MTD employees are trained on the Management System Policy and the impacts associated with this position.

• Applicant must pass a pre-employment background check, physical, and drug and alcohol testing. The employee is required to comply with MTD’s Drug & Alcohol Policy.

• This job description is subject to change as needs of the District, and the tools we use, evolve over time.

Benefits Summary

MTD offers the following benefits for this position (some benefits require a qualification period): Illinois Municipal Retirement Fund, health insurance, vision insurance, dental insurance, life insurance, voluntary insurance, paid time off, bereavement leave, parental leave, flexible spending account, deferred compensation investment plans, EAP, uniform allowance, fitness center, transportation, and Urbana Municipal Credit Union.

Qualifications

• A high school diploma or equivalent is required

• Experience working in a customer service setting, such as retail, food service, office reception, or related work setting, is preferred.

MTD is an Equal Opportunity Employer. In accordance with federal law, MTD does not discriminate in hiring or employment practices based on race, color, religion, sex, age, national origin, disability, veteran status, or any other characteristic protected by applicable laws.