Part-time Mobility Service Representative - (ah10598)

Position closes 5/20/2018

Please note that only complete applications will be considered. When you apply for open positions, you must complete the work history section by including all information from your last three (3) employers (to include ten (10) years of verifiable work history). Work history must be complete with addresses, phone numbers and dates along with detailed work duties (do not write "see resume"). Please refer to the "How to Apply" instructions on our website:

http://www.golynx.com/careers/how-apply.stml

Description:

This position's primary responsibility is serving our customers. Receives customer inquiries regarding LYNX services; provides schedule/routing and system-wide information in person, over the telephone, via mail, fax, Internet, and by Telecommunication Device for the Deaf (TDD).

Essential Functions:

Provides excellent customer service in all areas of mobility services: sales, trip reservations, trip planning, Lost and Found, ID program, customer relations, Internet inquiries, NeighborLink and estimated time of arrival (ETA) services.

Provides detailed service information to our customers in person, over the telephone, by mail, fax, Internet, by TDD, or by any other means of inquiry.

Answers passenger calls promptly, keeping hold times to a minimum; collects all necessary trip information for fixed route, door-to-door, and curb-to-curb services. Researches trip anomalies in response to customer inquiries for immediate assistance.

Schedules trip requests; geocodes locations; negotiates requested times when necessary and appropriate. Informs supervisor when the dispatching of a Transportation Network Company (TNC) is recommended.

Maintains up-to-date passenger records in customer database; makes all necessary changes in status, client contact information, fare/rider type, and other important field entries.

Maintains two-way communications with operators, monitoring system performance and makes scheduling adjustments where necessary to minimize service disruptions as a result of vehicle/operator availability, and/or emergency situations. Creates, maintains, and monitors computerized daily manifests/schedules for dispatching and routing flex-service vehicles and operators; notifies field supervisor of situations requiring attention.

Communicates regularly with operations staff regarding scheduling and passenger issues; promptly informs scheduling or dispatch personnel of passenger cancellations. Communicates with contractor dispatch to resolve immediate issues with the services as reported by customers.

Updates and maintains monthly reports for the Internet Inquiries Program.

Uses tracking software to locate vehicles.

Maintains accurate records and appropriate filing systems. Keeps updated on all detour memos, bulletins, and community service sheets. Performs data entry; updates and maintains passenger records in customer database.

Mails out information letters, rider’s guides, schedules, etc.

Sells and distributes fare media, and balances cash and other forms of payment.

Handles storage and disposal of articles and works with other departments to assist in the distribution and disposal notifications of items according to Federal/State/ local guidelines.

Documents concerns, compliments and suggestions, and responds to customers with the resolution when investigation is complete.

Takes photo IDs; maintains and track ID data and produces reports.

Participates in educational presentations and events promoting LYNX services.

Covers assignments for vacationing staff; assists with training as needed.

Provides administrative support to entire division.

Performs other duties as may be required or assigned.

Required Qualifications:

A minimum of three years of customer service experience.

Desired Qualifications:

High school diploma or G.E.D.

Bilingual or multilingual

Knowledge, Skills, and Abilities (KSAs):

Knowledge of principles and practices of good customer service.

Knowledge of principles and practices of fundamental clerical and office procedures.

Ability to effectively use a personal computer and all software utilized by the department including Trapeze, CAD/AVL, Mentor/Streets, Google Maps, CLEVER, and other programs. Must be willing to learn to use new systems and programs.

Ability to handle multiple tasks accurately and effectively.

Knowledge of other LYNX services and functions.

Knowledge of LYNX fixed route system and the tri-county service area.

Skills in customer service.

Ability to communicate effectively in English, both orally and in writing so others will understand.

Excellent communication and interpersonal skills, including the ability to establish and maintain positive working relationships with those encountered in the course of work using principles of excellent customer service.

Ability to exhibit a professional, courteous demeanor.

Ability to work in a diverse environment.

Work Environment and Special Considerations:

Flexible schedule, 28 to 30 hours per week. This is a 7 day a week operation.

Responds to the activation of the company’s emergency operation center by assisting in the coordination of transportation, as well as giving information to the general public during the emergency.

Employees in this position must comply with all requirements of the Federal Transit Administration (FTA) regarding the testing of safety sensitive-employees. This position is considered safety-sensitive under FTA drug and alcohol regulations (49 CFR Part 655).

LYNX fully commits itself to providing equal opportunity to all persons without regard to race, color, national origin, sex, age, religion, or disability.

Pay Rate: $11.6375 per hour