Customer Service Rep II

Join a Mission That Moves Richmond

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters power 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

Essential Duties and Responsibilities

• Provide schedule, route, fare and other general information to phone-in and chat/email customers.
• Ability to use Windows-based applications.
• Ability to work independently.
• Receive and document customer complaints and commendations through all media platforms (i.e., Facebook, Twitter, Web Customer Service email, Bus Tracker and GRTC.com).
• Represent GRTC with proper communication through Social Media platforms.
• Knowledge of updating Social Media platforms.
• Assist with administrative tasks as needed, including filling in at the Front Desk when the front desk receptionist is on break, and processing Lost & Found duties as needed.
• Demonstrated Proficiency of all GRTC Fixed Route and Microtransit service lines.
• Knowledge of geography of service area, including landmarks and transfer points.
• Knowledge of route numbers and names; Headway reports; Fare structure for all service lines.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• High School Diploma/GED
• Equivalent experience may be accepted in lieu of educational requirements.

The call center training program is an intensive 3-month program. Proficiency will be gauged by the completion of two assessments: (1) assessment will determine level of proficiency regarding communication platforms (social media, email, website, app, etc.) (2) Determine proficiency in understanding and communicating information pertaining to fixed route service (including Clever) and microtransit.

Knowledge, Skills, and Abilities

• Proficiency in Microsoft applications, Twitter, Facebook.
• Ability to effectively communicate with customers.
• Ability to Exercise Frist Call Resolution skills and de-escalation techniques.
• Ability to independently resolve customer concerns.
• Ability to maintain confidentiality as required.
• Ability to work independently.
• Ability to speak Spanish is preferred, not required.
• Ability to learn a moderately complex urban mass transit routing and scheduling system.
• Ability to work effectively and efficiently in a Dispatch & call center environment.
• Must be able to sit for 7 hours a day.
• Must be able to talk on the phone for the same length of time.
• Must be able to operate a computer.
• Must be able to report to work in-person for all assigned hours.
• Must be able to communicate with English speaking customers, orally and in writing.
• Must be able to respond to customer complaints as required.
• Must be able to respond to email/chat/website inquiries.

Work Schedule:

• May work up to 40 hours a week, to include evenings, nights, holidays and weekends.
• Monday through Friday 10:30 am – 7:00 pm availability.
• Saturday and Sunday 8:30 am – 9:00 pm availability.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This position supports a 24/7 operation and may require occasional evening, early morning, weekend, or holiday hours based on operational needs.
• Work is performed both in an office environment and in the field, including bus lots, control centers, and transit facilities.

GRTC IS AN EQUAL OPPORTUNITY EMPLOYER WHO VALUES DIVERSITY IN THE WORKFORCE