Job Summary / Brief Description of Work:
Under the supervision of the Customer Service Supervisor provides bus route information in a high volume, inbound call-center environment. Responds to telephone citizen inquiries and complaints relating to JTA/JTM services. Work schedule will include weekend hours and will vary during departmental hours of operation and emergency circumstances such as actual and anticipated natural and man-made disasters. Operates a multi-line telephone with headset and standard office equipment such as personal computer.
- Receive, research, respond to and track high volume, inbound written and telephone citizen inquiries and complaints relating to JTA/JTM services.
- Provide bus route information and other services to the public.
- Interview citizens by phone to determine details of the inquiry or problem.
- Treats the public in a **professional, courteous, and tactful manner at all times.
- Communicate with co-workers, management, and others in a courteous and professional manner.
- Simultaneously communicate, research, gather, and enter all pertinent facts pertaining to issues and complaints into a database during the call.
- Interact with internal departments or divisions, as appropriate, to secure information and/or refer issues and complaints/concerns for a response.
- Keep abreast of JTA/JTM departments/divisions operational procedures, practices, and office locations.
- Read various documents such as maps while applying procedures and regulations to work situations.
- Advise departmental personnel, citizens, and others on status of cases pending, as appropriate.
- Conforms with company dress code policy, Customer Service Division Guidelines, all safety rules, and wears/uses all appropriate safety equipment.
- Performs other duties as assigned.
- Support JTA/JTM’s team concept and conducts business in an ethical manner.
- High school diploma or possession of an acceptable equivalency diploma and one-year of experience in a high-volume inbound, call center or customer service environment.
- Must have demonstrated experience in using a personal computer.
Preferred Qualifications:
Associate's degree
- Understanding of JTA/JTM departments and agencies' operational procedures, practices, and office locations.
- Familiarity with customer service standards and maintaining focus on customer needs.
- Proficient in using a multi-line telephone system.
- Skilled in empathic listening techniques.
- Capable of reading and applying maps, procedures, and regulations to work situations.
- Ability to multitask.
- Ability to communicate effectively, orally, and in writing.
- Ability to type.
- Competent in handling confrontations constructively.
- Capable of reading computer screens for extended periods.
- Endurance for physical demands of prolonged sitting and typing.
- Quick learner of bus routes and schedules.
- Proficient in simultaneous communication, interpretation, and data entry.
- Good judgment in decision-making in line with policies and procedures.
- Skilled in conducting in-depth interviews with sound judgment and diplomacy.
- Competent in collecting and analyzing data objectively.
- Proficient in operating standard office equipment, including personal computers.
- Committed to achieving individual goals that support Division objectives.
- Ability to work in close quarters with others while maintaining confidentiality.
Degree not required.
The Jacksonville Transportation Authority, an independent state agency serving Duval County, has multi-modal responsibilities. JTA designs and constructs bridges and highways and provides varied mass transit services. These include express and regular bus service, community shuttles for a neighborhood ride, a downtown Skyway monorail, the St. Johns River Ferry, the Gameday Xpress for various sporting events at TIAA Bank Field, Paratransit for the disabled and elderly, and Ride Request on-demand services. JTA has a challenging role serving the largest city in the continental U.S. in terms of landmass. An integrated transportation network is a critical element in any community to properly manage growth, provide mobility and offer a good quality of life.
