Job Title: Customer Care Representative (ATU Clerical-Represented Position)

Section: Customer Information

Duties and Responsibilities

Under direct supervision, the Customer Care Representative performs the following duties:

• Receives telephone calls from the general public regarding Authority transportation services; provides schedule, service and fare information.
• Maintains courteous, friendly and professional customer relations.
• Mails schedules to customers.
• Refers callers to other Authority transportation services when such services are better suited to meet customers’ needs.
• Records and processes customer complaints.
• Provides receptionist relief and assists customers in lobby as required.
• Maintains neat and clean work area.
• Performs other related duties as assigned.

Knowledge, Skills and Abilities

• High School graduation or equivalent.
• Experience in a telephone information activity or in serving the pubic preferred.
• An equivalent combination of education and experience may be substituted for minimum requirements.
• Strong human relations skills and desire to work with the public.
• Ability to speak clearly and distinctly.
• General geographic knowledge of the tri-county service area.
• Problem-solving ability.
• Knowledge of Customer Relations Management (CRM) computer-based software preferred.

THE AUTHORITY RESERVES THE RIGHT TO REVISE OR CHANGE THIS JOB DESCRIPTION AT ANY TIME.