What are the responsibilities and job description for the Customer Service Representative - Transportation position at Fairbanks North Star, Borough of (AK)?
Customer Service Representatives are responsible for the courteous operation of the Transit Center, the MACS Transit/Van Tran call center, scheduling the Van Tran trips, and performing dispatcher functions for the MACS Transit and Van Tran systems. This position involves extensive contact with the public and requires a considerable amount of tact, patience, courtesy, and diplomacy. Employees may work weekends and various shifts as required.
SALARY: Grade-SCHED
REPORTS TO: Transportation Supervisor
POSITIONS SUPERVISED: None1. Schedule, dispatch, coordinate, and arrange door-to-door public transit service for people with disabilities using scheduling software to achieve maximum efficiency.
2. Answer phone to accept Van Tran ride requests and provide information and assistance for both the Van Tran service and the MACS Transit system.
3. Provide general education of the Van Tran system for new and renewing patrons. Educate and resolve issues with Van Tran patrons, including enforcement of the no-show/late cancellation policy, and van access.
4. Interact with the public in-person at the Transit Center to provide information and assistance for MACS Transit system, including trip planning, how to ride the bus, and bus location information. Assist in managing patron behavior in the Transit Center.
5. Assists with transit dispatching and ensures real-time bus information is accurate.
6. Accept and review Van Tran patron applications and conduct patron assessments according to principals, practices, and procedures established by the Fairbanks North Star Borough. This may include interpreting the applicant’s cognitive and functional abilities and determining appropriate transportation service needs.
7. Perform tasks such as consolidation, reconciliation, and verification of passenger counts and other ridership and service data.
8. Assists with route planning, research, and data gathering for various projects, monthly reports, and other clerical tasks as assigned.
9. Monitors, transmits, and receives information on 2-way radio for MACS Transit and Van Tran operators.
10. Sells fare media for MACS Transit and Van Tran patrons. Collects and posts all revenue (cash, tokens, and passes) at the beginning and ending of each shift.
11. Perform minor janitorial and groundskeeping including snow removal or gravel from sidewalks.MINIMUM QUALIFICATIONS:
1. High school diploma or equivalent. Two (2) years of progressively responsible office experience with knowledge of office practices and procedures required.
2. Demonstrated ability to effectively provide superior customer service to public inquiries, complaints, etc.
3. Experience with computerized data entry systems and personal computer applications. Experience with specialized software systems preferred.
4. Demonstrated ability to handle money and perform cashier duties as required. Demonstrated ability to make mathematical computations with speed and accuracy.
KNOWLEDGE, SKILLS, AND ABILITIES
1. Demonstrated ability to solve scheduling conflicts in a courteous and helpful manner during telephonic scheduling requests for Van Tran. Additionally, must take initiative and show compassion to provide alternate scheduling solutions and/or suggestions to assist in accommodating trip requests.
2. Must be able to project an image which promotes the Van Tran and MACS system in a positive manner and places customer service as first priority.
3. Demonstrated ability to be pleasant, personable, and approachable by creating a friendly and inviting environment in the Transit Center and the Customer Service window to promote the MACS Transit and Van Tran systems.
4. Demonstrated ability to deal with the public in a continually courteous and tactful manner at all times using proper judgment on when to refuse service or call for assistance.
5. Demonstrated ability to work independently, displaying initiative and independent judgment.
6. Knowledge of proper 2-way radio procedures is preferred.
7. Demonstrated ability to perform routine cleaning in the manner of dusting, vacuuming, sweeping, washing and polishing, and snow removal.
OTHER
1. This position requires a criminal background check.
THE BOROUGH HAS ESTABLISHED THE GOAL OF A 100 PERCENT DRUG-AND-ALCOHOL-FREE WORKPLACE. APPLICANTS WILL BE REQUIRED TO UNDERGO DRUG TESTING PRIOR TO EMPLOYMENT AND WILL BE SUBJECT TO FURTHER DRUG AND ALCOHOL TESTING THROUGHOUT THEIR PERIOD OF EMPLOYMENT.JOB CONTACTS:
Ordinary business contact with employees in own division and continuous routine public contact.
JOB RESPONSIBILITY:
Does not supervise; experiences many minor problems daily and occasional major ones with supervisor usually required for help and instruction. Interacts with people who have varying degrees of disabilities, both mental and physical; the consequences of error carelessness or mistaken judgment require normal effort to recover.
WORK ENVIRONMENT:
General office where conditions are pleasant; requires short periods of light lifting, pushing or pulling (1-25 lbs.). Ability to maintain a fix sitting position for up to 30 minutes on a regular basis, and occasionally up to 1 hour.
Current Borough employees and those referred to by Laborers Local 942 will receive first consideration for any vacancies.
SALARY: Grade-SCHED
REPORTS TO: Transportation Supervisor
POSITIONS SUPERVISED: None1. Schedule, dispatch, coordinate, and arrange door-to-door public transit service for people with disabilities using scheduling software to achieve maximum efficiency.
2. Answer phone to accept Van Tran ride requests and provide information and assistance for both the Van Tran service and the MACS Transit system.
3. Provide general education of the Van Tran system for new and renewing patrons. Educate and resolve issues with Van Tran patrons, including enforcement of the no-show/late cancellation policy, and van access.
4. Interact with the public in-person at the Transit Center to provide information and assistance for MACS Transit system, including trip planning, how to ride the bus, and bus location information. Assist in managing patron behavior in the Transit Center.
5. Assists with transit dispatching and ensures real-time bus information is accurate.
6. Accept and review Van Tran patron applications and conduct patron assessments according to principals, practices, and procedures established by the Fairbanks North Star Borough. This may include interpreting the applicant’s cognitive and functional abilities and determining appropriate transportation service needs.
7. Perform tasks such as consolidation, reconciliation, and verification of passenger counts and other ridership and service data.
8. Assists with route planning, research, and data gathering for various projects, monthly reports, and other clerical tasks as assigned.
9. Monitors, transmits, and receives information on 2-way radio for MACS Transit and Van Tran operators.
10. Sells fare media for MACS Transit and Van Tran patrons. Collects and posts all revenue (cash, tokens, and passes) at the beginning and ending of each shift.
11. Perform minor janitorial and groundskeeping including snow removal or gravel from sidewalks.MINIMUM QUALIFICATIONS:
1. High school diploma or equivalent. Two (2) years of progressively responsible office experience with knowledge of office practices and procedures required.
2. Demonstrated ability to effectively provide superior customer service to public inquiries, complaints, etc.
3. Experience with computerized data entry systems and personal computer applications. Experience with specialized software systems preferred.
4. Demonstrated ability to handle money and perform cashier duties as required. Demonstrated ability to make mathematical computations with speed and accuracy.
KNOWLEDGE, SKILLS, AND ABILITIES
1. Demonstrated ability to solve scheduling conflicts in a courteous and helpful manner during telephonic scheduling requests for Van Tran. Additionally, must take initiative and show compassion to provide alternate scheduling solutions and/or suggestions to assist in accommodating trip requests.
2. Must be able to project an image which promotes the Van Tran and MACS system in a positive manner and places customer service as first priority.
3. Demonstrated ability to be pleasant, personable, and approachable by creating a friendly and inviting environment in the Transit Center and the Customer Service window to promote the MACS Transit and Van Tran systems.
4. Demonstrated ability to deal with the public in a continually courteous and tactful manner at all times using proper judgment on when to refuse service or call for assistance.
5. Demonstrated ability to work independently, displaying initiative and independent judgment.
6. Knowledge of proper 2-way radio procedures is preferred.
7. Demonstrated ability to perform routine cleaning in the manner of dusting, vacuuming, sweeping, washing and polishing, and snow removal.
OTHER
1. This position requires a criminal background check.
THE BOROUGH HAS ESTABLISHED THE GOAL OF A 100 PERCENT DRUG-AND-ALCOHOL-FREE WORKPLACE. APPLICANTS WILL BE REQUIRED TO UNDERGO DRUG TESTING PRIOR TO EMPLOYMENT AND WILL BE SUBJECT TO FURTHER DRUG AND ALCOHOL TESTING THROUGHOUT THEIR PERIOD OF EMPLOYMENT.JOB CONTACTS:
Ordinary business contact with employees in own division and continuous routine public contact.
JOB RESPONSIBILITY:
Does not supervise; experiences many minor problems daily and occasional major ones with supervisor usually required for help and instruction. Interacts with people who have varying degrees of disabilities, both mental and physical; the consequences of error carelessness or mistaken judgment require normal effort to recover.
WORK ENVIRONMENT:
General office where conditions are pleasant; requires short periods of light lifting, pushing or pulling (1-25 lbs.). Ability to maintain a fix sitting position for up to 30 minutes on a regular basis, and occasionally up to 1 hour.
Current Borough employees and those referred to by Laborers Local 942 will receive first consideration for any vacancies.
Salary : $28
