Customer Service Representive

Essential Job Responsibilities:

· Greet the public; sell bus passes.

· Provide GoRaleigh bus route schedule information at all levels of service - either in person or over the telephone.

· Respond to walk-up customer inquiries; and receive customer service complaints, which are to be forwarded to the appropriate departments.

· Responsible for the sales and inventory of GoRaleigh Bus Passes, Regional Bus Passes, and ART Tickets. All receipts of cash, checks, and credit card sales are reported to the Finance Department and deposited daily.

· Remit daily sales forms; reconcile and maintain actual sales and cash/checks to on-hand inventory.

· Prepare corresponding daily bank deposit tickets based on a reconciliation of daily sales.

· Monitor timeliness of bus routes at this station and collect other transit data as requested.

· Count, sort, and reconcile paper money and coins in the money room (vault) for 3 to 4 hours daily on weekdays.

· Drive a company vehicle from one location to another as needed.

· Relieve the receptionist and other CSRs for their lunch break or for other miscellaneous reasons periodically.

· Perform other related duties as may be assigned.

· A high school diploma or equivalent.

· Two or more years of experience in a Customer Service environment.

· Flexibility and availability to work some weekends and holidays.

Skills/Knowledge Requirements:

· Knowledge of the geography of the city of Raleigh and the location of major landmarks.

· Knowledge/experience in performing basic business mathematical functions.

· Skilled in both verbal and written communication.

· Skilled in basic cash management (cash register) functions.

· Skilled in operating a multi-line telephone system and PC (MS-Word and Excel).

· Skilled in handling and/or resolving problems. This is essential.

· Skilled in organizational and time management skills, applicable to the location.

· Skilled in safeguarding the assets (funds) of Capital Area Transit.

· Skilled in preparing accurate and timely accounting and recordkeeping reports.

· Ability to exercise sound judgment and exhibit problem-solving skills.

· Willingness to work flexible hours at GoRaleigh Station Information Booth; to cover breaks, sick and/or vacation leaves, and rotational Saturday schedules as required.

Physical Demands:

·

o Ability to sit or stand for prolonged periods of time and operate telephones, computers, and two-way radios.

o Must be able to deal with hectic and stressful situations handling multiple phone calls and customer issues.

o CSR must be calm, objective, and in control of the situation at all times.

Work Environment:

·

o All tasks are performed at GoRaleigh Transit facilities.

o Individuals must be able to work independently on complex issues.

· Requirements

Skills/Knowledge Requirements:

· Knowledge of the geography of the city of Raleigh and the location of major landmarks.

· Knowledge/experience in performing basic business mathematical functions.

· Skilled in both verbal and written communication.

· Skilled in basic cash management (cash register) functions.

· Skilled in operating a multi-line telephone system and PC (MS-Word and Excel).

· Skilled in handling and/or resolving problems. This is essential.

· Skilled in organizational and time management skills, applicable to the location.

· Skilled in safeguarding the assets (funds) of Capital Area Transit.

· Skilled in preparing accurate and timely accounting and recordkeeping reports.

· Ability to exercise sound judgment and exhibit problem-solving skills.

· Willingness to work flexible hours at GoRaleigh Station Information Booth; to cover breaks, sick and/or vacation leaves, and rotational Saturday schedules as required.