CSR III

• Serves as a lead to Customer Service staff to include assigning work, assisting in developing and adjusting schedules, and providing direction.

• Works closely with customers, dispatchers, and other staff to resolve complaints in a timely, courteous manner.

• Liaisons with communications staff and maintains up-to-date, accurate information to keep Customer Service staff informed about service changes, detours, bulletins, and/or any other related information.

• Monitors productivity levels of Customer Service staff to ensure calls are being handled promptly and accurately while providing quality customer service.

• Assists in the hiring process of Customer Service staff.

• Participates in developing and implementing department policies and procedures.

• Receives, follows up, and processes elevated complaints; researches and resolves problems with customers inquiring about the status of their complaint.

• Trains and mentors new Customer Service employees.

• Provides assistance to customers in the selection of fare media and other inquiries.

• Processes cash/credit/check/wire transactions through a point-of-sale system.

• Provides refunds and maintains petty cash fund.

• Provides relief to Customer Service Representative I and II as needed.

• Recommends corrective actions to address customer complaints. Answers questions about service.

• Assists in marketing and promotional activities as required, including community outreach events.

• Provides administrative and technical support to the Customer Service Supervisor, including preparing reports, and maintaining databases.

• Carries out supervisory responsibilities in the absence of the Customer Service Supervisor.

• Performs other duties as required.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Requires a high school diploma or equivalent, and two or more years of experience in dealing with the public and phone contacts/information referral. Cash handling and/or sales experience is required.

OTHER SKILLS AND ABILITIES

Knowledge of: telephone techniques and public relations skills, basic office procedures and practices, some knowledge of Agency routes, schedules, and fares is desirable.

Ability to: type 30-40 words per minute, communicate effectively in Spanish and English, verbally and in writing in a positive and effective manner with a wide variety of individuals, demonstrate patience, courtesy, and excellent interpersonal skills with customers, demonstrate conflict resolution skills to defuse and resolve customer complaints, furnish information quickly and accurately, refer to and quickly use a combination of appropriate maps and schedules to plan transportation routes for callers, identify and communicate geographical information such as streets, intersections, locations, directions and destinations, estimate distances and commute times. Ability to maintain detailed records and prepare reports, read and understand policies, procedures and Agency regulations, establish and maintain effective working relationships.

Computer data input experience is essential.