Customer Service Representative

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Customer Service Representative

Salary

See Position Description

Location

Portland, OR

Job Type

Union Full-Time

Job Number

24-00125

Department

Communications and Public Affairs (Union)

Division

Customer Information Services-Customer Service

Opening Date

06/21/2024

Closing Date

6/28/2024 5:00 PM Pacific

• Description

• Benefits

Description

As a Customer Service Representative, you will perform customer contact work for TriMet within the responsibilities assigned to the Customer Service Department.

This position requires being onsite four (4) days per week.

Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.

Essential Functions

1. Record information received from customers. Respond to customers who present complaints, commendations, service requests and comments in person, by phone, or by mail. Accurately enter information and response in automated customer service database. Verify that all codes, spelling, and grammar are correct.

   2. Using trip planning software, charts, maps and schedules, provide accurate information in response to customer inquiries. Determine optimum trip and mode of travel between selected origin and destination, including departure and arrival times, fares, points of transfer, nearest bus stops(s) and walking instructions as needed.

   3. Participate in various committees or special projects intended to develop recommendations around customer comment database. Type reports, correspondence, and enter data for programs pertaining to Customer Service.

   4. Respond to customer concerns by phone, mail, email or in person. Provide general TriMet information and direction on how to use the system, our website, Ticket Vending Machines (TVMs), the retail sales outlets, our various fare programs and other general information about TriMet. Identify facts associated with customer concerns. Maintain a positive, problem-solving orientation when discussing customer concerns with internal and external customers.

2. Generate activity reports associated with the customer comment process.

3. Enter customer orders from the public for Customer Information Services mailings into trip planning software system, including itineraries, schedules, brochures and Senior and Honored Citizen information.

4. Record and report tip planning software discrepancies from trip itineraries, schedules, transfer points, walking distances, and customer feedback to the system administrator or supervisor.

5. Advise Customer Service Office Supervisor of situations or circumstances that affect agency performance. Expedite handling of customer comments that require immediate attention.

Position Requirements

A minimum of a High School Diploma or equivalent is required.

Three (3) years of Call Center Experience are required.

Three (3) years of experience in administrative support, customer service, or telephone sales work or equivalent job related experience are required.

Or any equivalent combination of training or experience.

*The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the "credited experience".

Selection Criteria

1. Knowledge of Portland Metropolitan area and of TriMet routes and service.

2. Knowledge of customer courtesy and customer relations techniques.

3. Demonstrated ability to communicate effectively in oral and written form.

4. Intermediate skills to operate personal computer systems including Word, Excel, Outlook, database applications and other software applications. Demonstrated proficiency to accurately keyboard (type).

5. Ability to demonstrate service excellence qualities working with internal and external customers.

6. Ability to analyze and resolve problems diplomatically.

7. Demonstrated ability to maintain optimum quality and quantity of work in a fast paced environment performing several tasks simultaneously.

8. Ability to work effectively in a group work environment requiring team work.

9. Ability to work independently, using initiative to solve internal and external customer problems.

10. Ability to consistently be at work as scheduled and arrive on time.

11. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations.

Type of Position / Grade / FLSA

Non-Exempt, Union, Full-Time.

Salary Range

Wages will be in accordance with the Working and Wage Agreement.

Minimum: $29.92/hr

Maximum: $37.62/hr

Selection Process

Candidates will be selected based at a minimum on the result of:

1. Application Review (please include: Cover Letter and Resume)

2. Panel Interviews

3. Reference Check

   Supplemental Information

Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

ADA Statement

As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.

If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation.