What are the responsibilities and job description for the Customer Service Representative position at Toledo Area Regional Transit Authority?
The Customer Service Representative plays a crucial role in ensuring seamless communication and service delivery for Paratransit, Micro transit and Fixed route passengers. This position involves handling customer inquiries, scheduling services, maintaining accurate passenger data, complaints and providing clerical support. The incumbent will utilize various communication channels and software systems to perform their duties effectively.
TARTA has recently embarked on a transformational journey with the passage of Issue 12 in 2021. This local sales tax levy has significantly increased the local investment into the transit authority and has also expanded its service area to all of Lucas County and the City of Rossford in Wood County. In response to the local community’s renewed focus and support of TARTA, the Board adopted TARTA Next, a ten-year plan to increase services, invest in capital assets such as new mobility hubs and a zero-emissions bus fleet, and to improve customer experience through investments in technology, bus shelters and signage, and customer outreach. This transformation is well underway and powered by a dedicated team of professionals in each department from the leadership team to every front-line team member.
DUTIES AND RESPONSIBILITIES:
- Answer incoming customer calls promptly and professionally
- Schedule passenger trip data accurately and maintain up-to-date records
- Assist in maintaining files, tracking, auditing, and reporting monthly paratransit data
- Monitor and comply with all relevant laws, regulations, and TARTA policies, ensuring confidentiality
- Act as a liaison with passengers, families, and caregivers, providing assistance and coordinating services
- Attend meetings, workshops, and training sessions as required
- Create identification cards for paratransit customers, including photography and laminating
- Provide accurate information to customers and the general public regarding services offered
- Adhere to TARTA's safety protocols and contribute to a safe working environment
- Perform other related duties as assigned
Essential Knowledge, Skills and Abilities
- Excellent computer skills, including proficiency in Microsoft Office and the ability to adapt to department-specific software
- Strong interpersonal skills and telephone etiquette
- Ability to work effectively in a team environment and with diverse populations
- Effective verbal and written communication skills
- Ability to listen actively and respond clearly and courteously
- Demonstrated ability to handle stressful situations tactfully and patiently
- Capacity to maintain confidentiality of sensitive information and data
Minimum Qualifications
A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position.
- Familiarity with computer systems and software applications necessary for the role
- Ability to lift and move up to 10 pounds occasionally
- Clear vision and ability to adjust focus
Education and Experience
- High school diploma or G.E.D.
- Two (2) years of customer service or transportation experience preferred
Special Conditions
The physical demands described are representative of those that must be satisfied by the employee to successfully perform the essential functions of this job. TARTA provides reasonable accommodation to enable individuals with disabilities to perform the essential functions. Shifts may vary and may include weekends (both days).
Working Conditions
The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job including close exposure to computer monitors and video screens. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Primarily works in an office setting, providing support via phone, email, and remote desktop tools. The office environment is typical of a busy office setting.
Physical Effort Required
The Customer Service Representative position requires continuous sitting while standing, walking, reaching above shoulder level, bending, stooping, pushing, pulling, and fine manipulation are performed occasionally (0.25–2.5 hours daily). Lifting and carrying 10–20 lbs is also required occasionally (0.25–2.5 hours daily). Driving is never required. The stress level for this position is moderate.
TARTA is an Affirmative Action/Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service, or any other protected status.
Salary : $19