Customer Service Representative

Position Summary

Perform a wide variety of customer service related duties including but not limited to providing information to transportation customers, scheduling reservations for the senior population, preparing daily manifest schedules and receiving feedback from customers.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

ESSENTIAL FUNCTIONS: Essential functions may include, but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

• Answer a multi-line phone system regarding transportation services for the senior population.
• Determine the best possible route and schedule for customers using the fixed and itinerant routes.
• Schedule reservations for senior customers utilizing the department transportation services and the computer generated scheduling system.
• Schedule reservations for individuals enrolled in various senior meal site and volunteer programs.
• Enter data into computer and verify data for accuracy and completeness.
• Answer inquiries and provide information to walk-in customers.
• Furnish customers with transportation information such as services, routes, schedules and program eligibility.
• Determine an appropriate course of action for a variety of circumstances related to both the fixed and itinerant service.
• Input data to maintain and update records for the transportation program using the reservation scheduling computer system.
• Generate and distribute reports as needed utilizing a computerized reporting system.
• Operate a variety of office equipment including a two way radio, copier, facsimile machine, adding machine and computer.
• Record and respond to a variety of questions and inquiries from the general public over the phone and in person on a daily basis for fixed and itinerant services.

• Perform routine dispatching duties as assigned.
• Perform related duties and responsibilities as required.

Minimum Education, Experience And Additional Requirements

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High school diploma or GED; and

Two (2) years of customer service experience.

Two-way radio operation experience preferred.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Driver's License, or the ability to obtain by date of hire.

Possession of a valid City Operator's Permit (COP) within six (6) months from date of hire.

Working Conditions

Environmental:
Office environment; exposure to computer screens.

Physical:
Essential and supplemental functions may require maintaining physical condition necessary for sitting, standing, or walking for prolonged periods of time.