Customer Service Rep.

Responsible for ensuring that all clients/passengers are given the information they need in a professional and effective manner.  This position plays a fundamental role in the quality of service that is provided to our clients/passengers.  CSRs are responsible for answering general phone lines, providing answers for general inquiries, and handling customer complaints.  In some locations CSR will also perform Station Attendant duties.                                 

JOB SPECIFIC RESPONSIBILITIES:                                      

• Provide an exceptional customer experience.                 
• Call customers to advise them about changes or cancellations of scheduled runs.                     
• Respond to client inquiries (i.e., destinations served, pricing, departure/arrival times, directions to terminal) all the while providing outstanding customer service.                             
• Responsible for cash management and compliance.                  
• Operates cash register and/or credit card equipment.                 
• Sells and processes ticket orders via telephone, internet, and over the counter.                            
• Responsible for closing of the terminal including preparation of cash bank deposits, sales report, and depositing in safe box.                 
• Maintains a professional working relationship with partnering retail agencies.                               
• Completion of required documentation for transactions made with partnering retail agencies.                            
• Daily accurate reporting of tickets sold, and cash collected.                   
• Effective answer calls on multi-line system, appropriately greet callers and correctly route calls and screen calls as required.                            
• Greet visitors while following procedures in notifying employee or department the visitor/vendor is requesting to see.                           
• Utilize good judgment when confronted with the resolution of both internal and external conflict.                      
• Responsible for money transfer transactions                  
• Assist customers with luggage ID tag and transfer to luggage compartment.                  
• Other duties as assigned.                          

EXPERIENCE:                 

• 1 year of job-related experience                                     Preferred.
• Bilingual (Spanish/English)                                             Required.

EDUCATION:                   

• High school diploma or equivalent                                  Required.      

PHYSICAL DEMANDS:

   Sedentary - Exerting up to 10lbs. occasionally or negligible weights frequently; sitting most of the time.                                            

Job Demands:

• Bending                               
• Carrying                              
• Climbing                             
• Crouching                          
• Fine Dexterity (skill/adroitness with hands; ex typing, administering shots, etc.)            
• Foot Control (manipulation of pedals, controls, equipment, etc. with feet)       
• Handling                             
• Hearing (ability to interpret and differentiate between sound, etc.)       
• Kneeling                              
• Lifting/Exerting 
• Pushing/Pulling               
• Reaching            
• Sitting                  
• Standing                             
• Talking (ability to speak coherently and be understood by others)          
• Twisting                              
• Vision (ability to differentiate between color, to determine distance, depth perception, etc.)  
• Walking/Moving (from one location to another to perform work)