JTA is seeking a Customer Service Representative. 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.
Essential Function(s):
- Receives, enters, researches, responds to, and tracks high volume, inbound written and telephone citizen inquiries and complaints relating to JTA/JTM services.
- Provides bus route information and other services to the public.
- Interviews citizens by phone to determine details of the inquiry or problem.
- Treats the public in a professional, courteous and tactful manner at all times.
- Communicates 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.
- Keeps abreast of JTA/JTM departments/divisions operational procedures, practices and office locations.
- Reads various documents such as maps, while applying procedures and regulations to work situations.
- Advises 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.
Minimum Qualifications:
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.
Knowledge, Skills and Abilities:
- 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.
Work Environment/Physical Demands:
The Customer Service position is an essential position at the JTA. The Customer Service Representative works within a call center setting where the noise level is usually moderate. This role will be required to work nights, weekends, and/or holidays. Physical demands may include:
- Sitting and/or standing for prolonged periods.
- Performing repetitive motion.
Preferred Qualifications:
Associate's degree
The Jacksonville Transportation Authority is an Equal Opportunity/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. Employees who require a reasonable accommodation as defined by the Americans with Disabilities Act (ADA) must notify JTA in advance to allow sufficient time for JTA to provide the accommodation.
