Hampton Roads Transit
Customer Service Representative II
Hampton Roads Transit, Virginia Beach, Virginia, us, 23450
.Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.
.**Hourly Wage: $15.97****Essential Job Functions:**(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)* Maintains situational awareness. Provides oversight for transit center lobby and monitors designated transit center activities.* Sells fare media in accordance with consignment, audit, credit and other policies and procedures.* Maintains thorough knowledge of all transit services, routes, schedules, transfer points, fares, and related programs and activities.* Uses multi-line phone system software.* Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, mobile fare payment software, and lost and found database.* Responds (in person at the transit center and over the phone) to information and assistance requests from customers, the general public and other interested parties.* Provides information pertaining to stops, routes, schedules, fares, fare payment options, lost and found, and other HRT services with complete information and recommendations tailored to meet customers’ needs.* Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).* Assists mobile fare payment customers with refunds, passes, and other support (Tier II support).* Posts customer alerts and notifications.* Produces and issues ID cards.* Logs customer complaints, compliments, inquiries, and comments into the CAS. Conducts inquiry and complaint investigations and provides feedback as required.* Facilitates language translation assistance.* Ensures each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.* Uses cash register, credit card machine, scanner, copier, ID card system, public address system, and other equipment as assigned.* Maintains supplies and ensures route schedules are stocked.* Supports special events as required.* Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.* Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.* Complies with HRT policies.* Performs other duties as required.**Required Knowledge, Abilities and Skills Essential to Job Functions:**Possess excellent written and verbal communication skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment; ability to process information/media (ticket passes, mail orders, etc.) through register system; ability to communicate with customer service representatives and customers; ability to read, count, and write to accurately complete all documentation; and ability to operate all equipment necessary to perform the job. Knowledgeable of Microsoft suite.**Required Software Knowledge and Skills Essential to Job Functions:**Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
Basic problem-solving skills associated with software applications used is expected.
Software usage relevant to job duties will be evaluated.Software applications:Microsoft SuiteCAD-AVLCASAvaya Phone SoftwareMobile Fare PaymentID Card DatabasePublic Address System**Safety Responsibility:**Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.**Training and/or Education:**A high school diploma or GED certificate supplemented by training in data entry.**Required Experience:**Preferred 1 year experience in customer service and cashiering. One year of providing quality customer service to include general office experience and data entry.**Licenses or Certificates:**Possess a valid Driver's License.
Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).**Special Requirements:**
Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media
releases, etc.
Ability to deal with customers in an efficient polite manner.
Must have excellent computer skills to include word processing and spreadsheets.
This position is classified as essential personnel.**FLSA Status:**Non-Exempt**Physical Demands:**Work requires extensive operation of a keyboard device and continuous use of telephone.
Must be able to lift up to 25 lbs.
Physical ability to stand for extended periods and to move and handle boxes of media, which entails lifting, and perform all functions as set forth above.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**Unusual Demands:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work involves meeting multiple demands on a timely basis.
Ability to work varied hours/days, including nights, weekends, and holidays, as needed.
Duties may require overtime...Non-Exempt.HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at (757) 222-6000 or email careers@hrtransit.org.### Introduce yourself #J-18808-Ljbffr
.**Hourly Wage: $15.97****Essential Job Functions:**(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)* Maintains situational awareness. Provides oversight for transit center lobby and monitors designated transit center activities.* Sells fare media in accordance with consignment, audit, credit and other policies and procedures.* Maintains thorough knowledge of all transit services, routes, schedules, transfer points, fares, and related programs and activities.* Uses multi-line phone system software.* Uses CAD/AVL software, CAS, websites, route-schedule lists, bus stop lists, mobile fare payment software, and lost and found database.* Responds (in person at the transit center and over the phone) to information and assistance requests from customers, the general public and other interested parties.* Provides information pertaining to stops, routes, schedules, fares, fare payment options, lost and found, and other HRT services with complete information and recommendations tailored to meet customers’ needs.* Assists customers in establishing mobile fare payment accounts and with enrollment in other services (Tier I support).* Assists mobile fare payment customers with refunds, passes, and other support (Tier II support).* Posts customer alerts and notifications.* Produces and issues ID cards.* Logs customer complaints, compliments, inquiries, and comments into the CAS. Conducts inquiry and complaint investigations and provides feedback as required.* Facilitates language translation assistance.* Ensures each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.* Uses cash register, credit card machine, scanner, copier, ID card system, public address system, and other equipment as assigned.* Maintains supplies and ensures route schedules are stocked.* Supports special events as required.* Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.* Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.* Complies with HRT policies.* Performs other duties as required.**Required Knowledge, Abilities and Skills Essential to Job Functions:**Possess excellent written and verbal communication skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment; ability to process information/media (ticket passes, mail orders, etc.) through register system; ability to communicate with customer service representatives and customers; ability to read, count, and write to accurately complete all documentation; and ability to operate all equipment necessary to perform the job. Knowledgeable of Microsoft suite.**Required Software Knowledge and Skills Essential to Job Functions:**Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
Basic problem-solving skills associated with software applications used is expected.
Software usage relevant to job duties will be evaluated.Software applications:Microsoft SuiteCAD-AVLCASAvaya Phone SoftwareMobile Fare PaymentID Card DatabasePublic Address System**Safety Responsibility:**Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.**Training and/or Education:**A high school diploma or GED certificate supplemented by training in data entry.**Required Experience:**Preferred 1 year experience in customer service and cashiering. One year of providing quality customer service to include general office experience and data entry.**Licenses or Certificates:**Possess a valid Driver's License.
Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).**Special Requirements:**
Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media
releases, etc.
Ability to deal with customers in an efficient polite manner.
Must have excellent computer skills to include word processing and spreadsheets.
This position is classified as essential personnel.**FLSA Status:**Non-Exempt**Physical Demands:**Work requires extensive operation of a keyboard device and continuous use of telephone.
Must be able to lift up to 25 lbs.
Physical ability to stand for extended periods and to move and handle boxes of media, which entails lifting, and perform all functions as set forth above.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**Unusual Demands:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work involves meeting multiple demands on a timely basis.
Ability to work varied hours/days, including nights, weekends, and holidays, as needed.
Duties may require overtime...Non-Exempt.HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at (757) 222-6000 or email careers@hrtransit.org.### Introduce yourself #J-18808-Ljbffr