Customer Service Representative

The Customer Service Representative plays a crucial role in ensuring seamless communication and service delivery for paratransit and microtransit passengers. This position involves handling customer inquiries, scheduling services, maintaining accurate passenger data, and providing clerical support. The incumbent will utilize various communication channels and software systems to perform their duties effectively.

One Team! One TARTA! The role of the Customer Service Representative, will focus on supporting Customer Service operations within a new TARTA. In 2020, TARTA embarked on a transformational journey with the development of TARTA Next, a ten-year plan to increase community value through public transit services that make a positive impact. This transformation is powered by a dedicated team of professionals in each department from the leadership team to every front-line (and behind the scenes) 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 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 accommodations 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 typically well-lit, temperature-controlled, and equipped with ergonomic workstations to ensure comfort during extended periods of computer use.

Physical Effort Required

While performing the duties of this job, the employee is frequently required to sit (at a desk or table), talk, and/or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. The employee is required to operate a telephone or other telecommunications device. Extensive use of a computer, mouse and keyboard and viewing of the computer screen is required. Specific vision abilities required of this job include vision, color vision, and ability to adjust focus.