Description
BASIC PURPOSE
The Customer Service Representative provides accurate information and exceptional customer service regarding PSTA’s programs, services, routes, and policies. This position assists customers by phone through the PSTA call center and in person at Customer Service Centers throughout Pinellas County, and the Front Desk, ensuring a positive and responsive customer experience.
ESSENTIAL FUNCTIONS
Answer phones and give detailed information to the public about using the PSTA bus system; read maps and utilize Google Maps to give directions.
Process and sell Flamingo fare cards, including Transportation Disadvantaged and other benefit-related discounted fare products, at PSTA Customer Service Centers and the Front Desk. Process customer payment transactions in accordance with established procedures.
Provide accurate, up-to-date routes, schedules, and Mobility on Demand information to customers, including Transportation Disadvantaged and Medicaid clients. Process and sell applicable fare products and program-related tickets. Utilize LanguageLine Solutions to assist customers with limited English proficiency.
Receive and document customer complaints, route them to the appropriate department for investigation, and resolve concerns directly when possible, in accordance with established procedures.
Stay informed on changes in service or new service; communicate with PSTA’s Transportation Department regarding detours, breakdowns of equipment, and other important information.
Cover Front Desk duties as needed.
Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Position does not have supervisory responsibilities.
QUALIFICATIONS
EDUCATION: High school diploma or G.E.D. supplemented by training in telephone techniques or customer service.
EXPERIENCE: One (1) year experience as a customer service representative, receptionist, or other related clerical work where duties involved extensive public contact. Experience working in a call center environment, providing information and answering customer inquiries. Stable job history. Bilingual English/Spanish is a plus.
Equivalent combinations of education, experience, and training may be considered.
PERFORMANCE STANDARDS
Quality of Work: Produces accurate, thorough, and high-quality work, following applicable instructions.
Customer Focus: Provides excellent customer service to internal and external customers.
Communication: Communicates clearly and effectively with colleagues and stakeholders.
Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully and productively; contributes to a positive environment.
Productivity/Time Management: Effectively manages time and resources to meet deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve issues without guidance.
Requirements
BASIC PURPOSE
The Customer Service Representative provides accurate information and exceptional customer service regarding PSTA’s programs, services, routes, and policies. This position assists customers by phone through the PSTA call center and in person at Customer Service Centers throughout Pinellas County, and the Front Desk, ensuring a positive and responsive customer experience.
ESSENTIAL FUNCTIONS
Answer phones and give detailed information to the public about using the PSTA bus system; read maps and utilize Google Maps to give directions.
Process and sell Flamingo fare cards, including Transportation Disadvantaged and other benefit-related discounted fare products, at PSTA Customer Service Centers and the Front Desk. Process customer payment transactions in accordance with established procedures.
Provide accurate, up-to-date routes, schedules, and Mobility on Demand information to customers, including Transportation Disadvantaged and Medicaid clients. Process and sell applicable fare products and program-related tickets. Utilize LanguageLine Solutions to assist customers with limited English proficiency.
Receive and document customer complaints, route them to the appropriate department for investigation, and resolve concerns directly when possible, in accordance with established procedures.
Stay informed on changes in service or new service; communicate with PSTA’s Transportation Department regarding detours, breakdowns of equipment, and other important information.
Cover Front Desk duties as needed.
Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Position does not have supervisory responsibilities.
QUALIFICATIONS
EDUCATION: High school diploma or G.E.D. supplemented by training in telephone techniques or customer service.
EXPERIENCE: One (1) year experience as a customer service representative, receptionist, or other related clerical work where duties involved extensive public contact. Experience working in a call center environment, providing information and answering customer inquiries. Stable job history. Bilingual English/Spanish is a plus.
Equivalent combinations of education, experience, and training may be considered.
PERFORMANCE STANDARDS
Quality of Work: Produces accurate, thorough, and high-quality work, following applicable instructions.
Customer Focus: Provides excellent customer service to internal and external customers.
Communication: Communicates clearly and effectively with colleagues and stakeholders.
Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully and productively; contributes to a positive environment.
Productivity/Time Management: Effectively manages time and resources to meet deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve issues without guidance.
