rabbittransit dba York Adams Transportation Author Adams County Customer Service in Gettysburg, Pennsylvania

Description:

Works Monday through Friday from 12pm until 6pm at our Gettysburg Office. Serves our transit customers by providing service information, booking paratransit trips, giving accurate fixed route information to riders, back-up dispatching and answering and resolving service problems. Serves as a back up for the Division General Manager to oversee bus operator sign-on, sign-off, competency to drive, and communicate any incidents/issues to management in the absence of the supervisor. rabbittransit is a non-profit organization.

Duties:

Reporting Relationship:

This position reports to the Division General Manager. This position receives general supervision and works within established guidelines.

Essential Tasks: 1. Makes a positive impression of the organization by politely and professionally answering telephone calls from a queue system. 2. Achieves and maintains rapport with customers by giving them the best possible service that translates into reservations and/or customer satisfaction. Asks questions to gain an understanding of the customer’s needs and current situation. 3. Increases paratransit and fixed route ridership by taking complete and accurate reservations for paratransit trips and answering questions or giving assistance with trip planning for fixed route riders. 4. Achieves and maintains knowledge of services in order to increase ridership and maintain customer satisfaction. Maintains knowledge of bus routes and general knowledge of regulations and eligibility requirements for specialty transportation programs. 5. Uses computer to enter or retrieve customer information, check the status of orders, make adjustments or retrieve information. 6. Expedites customer pickups by working closely with dispatch and scheduling. Communicates information to the customer. 7. Resolves service problems by clarifying the customer’s complaint or issue; investigating the cause of the problem; seeking solutions by collaborating with other Authority personnel; communicating and gaining customer support; and following up to ensure resolution. Assists in processing consumer complaints. 8. Recommends potential services or changes to management by informing them of unmet customer needs. Participates in staff meetings to gain knowledge and share information. Keeps management informed of critical incidents. 9. Completes assigned clerical work such as but not limited to editing manifests, filing. Maintains all necessary documentation. 10. Assists in selling passes, accounting for ticket sales, and handling/counting cash. 11. Serves as a back up for the General Manager to oversee bus operator sign-on, sign-off, competency to drive and communicates any incidents/issues to management in the absence of the supervisor. 12. Maintains technical knowledge and customer service techniques by reading in-house literature/communications, participating in meetings and educational opportunities as necessary.

Additional Tasks:

  1. Contributes to team effort by performing other assigned duties as needed. Assists at front desk or transfer station as necessary. Assists in community outreach activities.
Qualifications:

Job Qualifications: Requirements listed represent the knowledge, skill, and/or ability, physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High School degree or equivalent experience. Courses in customer service are desirable.

  • Minimum 6 months customer service experience with demonstrated knowledge of the field.

  • Ability to back up supervisor as necessary and be capable to evaluate drivers competency to drive, adherence to rules and regulations and to report irregularities to management.

  • Demonstrated ability to be accurate, well organized, multitask, prioritize and have a sense of urgency.

  • Demonstrated ability to concentrate and be an active listener.

  • Ability to speak clearly, effectively, to establish rapport, present information, and respond to questions from managers, staff, customers, and others.

  • Ability to interact with others to gain support; establish trust, and work as a team.

  • Ability to deal with stressful customer issues and waiting queues and remain professional and calm under pressure.

  • Ability to read and interpret documents; write emails and forms.

  • Knowledge of basic mathematics to calculate fare amounts and calculates cash amounts.

  • Must be able to pass background and credit check.

  • Demonstrated ability to be proactive in identifying, analyzing and resolving problems.

  • Ability to work independently and work at the transfer center as necessary.

  • Must have excellent attendance and punctuality and be able to work flexible hours as necessary to cover for either the early morning or late afternoon/evening shifts.

  • Ability to use computers and office equipment.

  • Ability to comprehend and continually seek knowledge of services.

  • Ability to sit, stand, use close vision, hear, talk, and work with hands and fingers.

The job description reflects management's assignment of essential job tasks. The Authority reserves the right to assign or reassign duties and responsibilities to this job at any time. This job description does not constitute an employment contract.

Location: Gettysburg, PA

Salary Range: $12.00

Exempt/Non-Exempt: Non-Exempt

Employment Type: Year-Round - Part Time