Job & Business Opportunities

Job Summary

This classification is primarily responsible for performing tasks in the following areas: Supervisory/Administrative; Financial and Related Reporting; Calendar/Meeting Management and Support; Information Tracking; Field Customer Service; Reception and Information Services; and Document and Correspondence Preparation. Work mainly involves having primary responsibility for full-time supervision of staff including hiring/firing, corrective action, and completing and conducting performance evaluations.

Supervision

Supervision Received: This class works under direction, receiving general instructions regarding the scope and approach to projects or assignments, but procedures and techniques are left to the discretion of the employee.

Supervision Exercised: This class provides direct and/or indirect supervision to lower level personnel.

Distinguishing Characteristics

N/A

Essential Functions

A. Supervisory/Administrative
Duties may include:
Coordinate training for new customer service representatives, and cross training for current customer service representatives. Oversee courier, light duty operator and temporary employees’ assignments. Resolve labor relations and employee issues; coordinate coverage during staffing shortage. Ensure customer service representatives provide transit customers with bus and light rail information. Monitor customer service representative calls, counsel customer service representatives on results, and provide documentation. Oversee operations at call center, reception desk, downtown service center, and photo identification area. Receive, open, forward, and review photo identification requests from other agencies and departments. Other duties as assigned.

B. Financial and Related Reporting
Duties may include:
Receive and input revenue sales to produce reports. Calculate payroll and timekeeping. Control inventory and audit cash revenue. Receive, review, and log information from confiscated photo identification cards. Other duties as assigned.

C. Calendar/Meeting Management and Support
Duties may include:
Schedule all department supervisor, administrator, staff, and customer satisfaction meetings. Reserve facilities for meetings. Attend various meetings with other departments. Other duties as assigned.

D. Information Tracking and Recording
Duties may include:
Receive, review, input, and mail class passes. Import data into electronic format. Other duties as assigned.

E. Field Customer Service
Duties may include:
Communicate with bus and light rail dispatchers regarding customer service complaints. Communicate with light rail dispatchers regarding TVM/FVM problems. Resolve customer complaints. Other duties as assigned.

F. Reception and Information Services
Duties may include:
Receive research, and resolve customer complaints. Open assigned facility to allow access for customers. Receive, prepare, and mail documents. Other duties as assigned.

G. Document and Correspondence Preparation
Duties may include:
Review various transit and call center publications. Issue oral and written instructions to staff on schedule changes, fares, policies, etc. Update staff and files with various document information. Prepare, copy, and distribute weekly department bulletin. Prepare staff memos and related correspondence. Other duties as assigned.

Job Demands

Physical and Mental Requirements:

• Mobility: frequent use of keyboard; frequent sitting for long periods of time; occasional bending or squatting.


• Lifting: frequently up to 10 pounds; occasionally up to 25 pounds.


• Vision: constant use of overall vision; frequent reading and close-up work; occasional color and depth vision.


• Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching.


• Hearing/Talking: frequent hearing and talking, in person and on the phone.


• Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone.


• Environmental: frequent exposure to noise.

Knowledge and Abilities

Required Knowledge of:

• Principles and practices of customer service.


• Principles of supervision and motivation theory.


• Correct English usage and grammar.


• Transportation operations.


• Public relations methods.

• Learn concepts of the current customer relations training program.


• Learn department policies and procedures.


• Learn department monitoring service operations.


• Learn the District’s Passenger Service Report policy and procedures.


• Learn the District’s collective bargaining agreements pertinent to assigned staff.


• Analyze data.


• Understand instructions; reason and make judgments.


• Solve math problems and accurately calculate arithmetic problems.


• Establish and maintain effective working relationships.


• Maintain accurate records and files.


• Prepare agendas.


• Update department and staff on operation changes.


• Deal with difficult people and customers.


• Effectively present information and respond to questions from employees and customers.

• Common word processing software.


• Common spreadsheet software.


• Common database applications.


• Accounting or operations software functionality.


• Email, contact management, and scheduling software.


• Presentation software.

Minimum Qualifications — Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Required Prior Experience:
Three years of increasingly responsible customer service work experience, including one year in a lead or supervisory position.

Required Prior Education:
An Associate’s Degree or equivalent in Business, Management, or a closely related field. An additional three years of qualifying experience may substitute for the required education.