Customer Service Representative Job at Fort Wayne Citilink in Fort Wayne

BASIC FUNCTION:

Takes trip request information from Paratransit (Access) passengers. Provides trip request information to the Access Service Coordinator for scheduling. Responsible for pass and ticket sales for Citilink, Greyhound, Baron, and Miller bus services. Maintains professional service and phone system while greeting and assisting all visitors.

ESSENTIAL FUNCTIONS:

• Dispatch changes in manifests to Access and flex route operators.
• Change driver schedules and assign work as needed during a regular workday to accommodate passenger requests
• Modify, delete, and assign routes as required to maintain service.
• Dispatches trip requests for deviation routes to drivers using EasyRide and radio.
• Assign Access drivers to routes and send trips through EasyRide software.
• Assigns fixed route buses in DoubleMap.
• Assist drivers with route information and directions using radio system.
• Provide professional customer relations.
• Receive and direct all incoming business calls for Citilink, Greyhound, Baron, and Miller bus services.
• Greet and assist visitors to the Corporation, as well as perform related receptionist duties.
• Maintain, record, and distribute Lost and Found items as required.
• Process photo identification cards for senior citizens and those with disabilities.
• Maintain the supply of all printed customer service information material.
• Receive, record and process customer complaints and recommendations.
• AssistParatransit (Access) andFixed Route customers.
• Provide accurate route information to customers.
• Report late bus and detour information to customers.
• Assist callers with navigating Citilink's website.
• Mail printed materials to customers upon request.
• Enter bus information daily for route assignments.
• Quote and sell bus passes to both cash and credit card customers.
• Explain paratransit service to current, new, and potential customers.
• Explain Citilink Access Ride Guide policies.
• Accurately enter paratransit trip requests.
• Confirm customer's personal and trip information.
• Assist Greyhound, Baron, and Miller bus customers.
• Reissue/refund tickets.
• Retrieve will call and prepaid tickets.
• Print destination tags for luggage.
• Send/receive/track packages.
• Announce the arrival of outgoing buses.
• Performs other duties and special projects as assigned.

These functions are intended to be illustrative of the various types of work performed. Employees are required to perform other related functions as assigned. Duties, responsibilities, and activities may change at any time with or without notice.

EDUCATION AND EXPERIENCE:

• High School diploma or GED
• Minimum qualification of one (1) to three (3) years clerical experience.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Professional appearance and demeanor.
• Must have a practicable knowledge of the city and its roads.
• Ability to work independently and ensure calls are answered promptly.
• Experience with telephone, computer, and other office equipment.
• Ability to assist people in a professional manner.
• Skilled at interacting with customers of all socio-economic backgrounds.
• Ability to de-escalate conflicts and respond with appropriate resolutions.
• Good oral and written communication skills.

PHYSICAL & OTHER REQUIREMENTS:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Ability to exert up to 25 pounds of force when handling documents/files.
• Ability to sit for periods of time and move intermittently throughout the day.
• Ability to work positively with others, treating everyone with kindness and respect.
• Ability to speak clearly.
• Ability to carry out detailed written or verbal instructions, interpret instructions, and work with little supervision.
• Ability to work flexible hours including some weekends.
• Must be able to pass a pre-employment drug screen and background checks (including criminal).
• Must participate in ongoing random drug and alcohol testing. This is a safety sensitive position.
• Maintain a valid Driver's License.

Must be able to pass an annual physical examination and alcohol/drug test and participate in ongoing random drug and alcohol testing.