Hybrid Customer Service Representative (Fixed Route) bei Pierce Transit, WA

About the Department

Join Our Team as a Customer Service Representative – Make a Difference Every Day!

Are you someone who enjoys helping others and making a positive impact in your community? Do you thrive in a supportive, team-focused environment? Are you passionate about delivering outstanding customer service? If you said “yes,” we want to hear from you!

Pierce Transit is currently hiring for a full-time Customer Service Representative in our Fixed Route team.  This could be your opportunity to become part of a mission-driven team that's shaping the future public transit.

As a Customer Service Representative, you’ll be the friendly face and helpful voice that connects our riders to the services they depend on. Whether you're answering questions, sharing information about routes and fares, or helping someone recover a lost item, you’ll play a key role in creating a great experience for every customer.

Why Join Us?

• Work with a collaborative, tight-knit team that supports each other

• Help people navigate transit and access important community resources

• Build valuable customer service and problem-solving skills

• Be part of a workplace that truly cares about people—both customers and employees

We’re looking for a detail-oriented professional who takes pride in their work and is comfortable using computer systems to assist customers. If you bring a strong customer service background and a desire to grow within a meaningful organization, you could be the perfect fit.

This position may be based at our Lakewood Headquarters or the Customer Service Center at Tacoma Dome Station.

Take the next step in your career and help drive positive change in Pierce County—apply today!

BENEFITS:
At Pierce Transit, our employees’ health is important to us too!
That’s why we offer two on-site gyms and an incredible Wellness Program in addition to excellent medical, dental, and vision packages.
 
If your career goals change while you’re employed, we are here to help. Pierce Transit offers $5,000 per year (up to a total of $18,000) in Tuition Assistance after your one-year anniversary. Certifications, and career skills must be connected to a position at Pierce Transit.
 
All of Pierce Transit are required to participate in the Washington State Public Employees' Retirement System (PERS). Pierce Transit offers two Public Employees Retirement System (PERS) plans to choose from, PERS2 and PERS3, as well as a matching program for 457 deferred compensation.

Employees are not covered under the Social Security System except for a 1.45% payment for Medicare. 
 
Pierce Transit provides an ORCA Card benefit for each employee and a family member. This benefit provides free access to service on Pierce Transit, Sound Transit, Community Transit, Everett Transit, King County Metro, Kitsap Transit, Seattle Monorail, Seattle Streetcar, King County Water Taxi and Kitsap Foot Ferry. 

PAID LEAVE:
Full-time Pierce Transit employees are eligible to receive 11 paid holidays, 2 personal paid holidays, 12 days of sick leave, 12 vacation days per year, and the ability to earn up to 2 Wellness Days by participating in a qualifying wellness activity and the annual survey. Part-time employees, receive pro-rated leave, to include sick leave, vacation, personal holiday and holiday pay.  Vacation leave accrual rates increase per the applicable Collective Bargaining Agreement.

Position Duties

The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

1. Responsible for providing excellent customer service and accurate information regarding Pierce Transit fixed route services, programs, special events, fare items, lost and found and any other Pierce Transit inquiry in a professional manner. 
2. Processes lost and found items for Pierce Transit and Sound Transit services.
3. Provides customers with accurate information regarding fixed route services using automated or manual trip planning on telephone, E-mail, relay 711 or in person by using maps, schedules and other informational tools.
4. Records field trip application information and customer comments. 
5. Sells fare media (includes taking photographs) explains and researches customer transactions in the fare card system to assist with the card’s remaining value and past transactions. 
6. Enters customers comments, concerns and suggestions into the agency public comment system and assists in maintaining accurate records. 
7. Balances daily and monthly sales transactions and prepares sales reports. 
8. Copies and collates materials; stuffs, labels and sorts envelopes for mailings, delivery and sales. 
9. Conducts tours of Agency facilities. 
10. Receives, tracks and chronicles lost articles in the agency database. Answers customer inquiries regarding lost articles and explains the process for reclaiming lost articles. 
11. Assists in training new employees. 
12. Operates Automatic Call Director telephone system, relay 711, point of sale system, camera, 10-key, computer, copier and related office equipment.
13.  Adheres to all policies, procedures and provisions of the agency.
14. Maintains regular and consistent attendance.

 OTHER FUNCTIONS   Performs related duties as assigned.

Minimum Qualifications

MINIMUM QUALIFICATIONS   
 

• Completion of high school or GED equivalent. 
• A minimum of one (1) year experience in a customer service environment involving heavy phone and/or in-person contact.

*Please use your application as an opportunity demonstrate your customer service experience in the work history section.   

SPECIAL REQUIREMENTS

• Must be able to sit for prolonged periods of time.
• Some crouching, bending, lifting, pushing and pulling.
• Must be available for evening, weekend and holiday shift assignments.
• Mandatory overtime during inclement weather conditions and other significant service disruption

 KNOWLEDGE, SKILLS & ABILITIES

Knowledge of:
 

• Pierce County area and roads; customer service techniques;
• Proper English usage orally and in written form.

Skill in:
 

• Computer skills; word processing; electronic messaging; data entry; database interfacing

Ability to: 
 

• Speak clearly; listen effectively; understand and assimilate information; deal tactfully, patiently and effectively with individuals from a wide variety of backgrounds under frequently stressful circumstances;
• Follow written and oral instructions; read and understand maps, street guides and timetables; accurately perform arithmetic computations and repetitive activities;
• Write legibly; type; communicate effectively orally and in writing;
• Pass job-related examinations.

Other Qualifications

Education
Any required education must come from an accredited college or university whose accreditation is recognized by the U S Department of Education or the Council for Higher Education Accreditation (CHEA) or foreign equivalent.

Application Instructions
To be considered for this vacancy, you must apply online:

1. The online application must include a chronological work history and/or education, applicants must also attach resumes and/or cover letters as required to be considered for this position.
2. Applicants must also attach a cover letter stating how they meet the qualifications for the position in order to be considered. 
3. At least 3 professional references to include a current or recent supervisor with names, phone numbers and email addresses.

 
READ THE FOLLOWING INFORMATION COMPLETELY:  

• Carefully review your application for accuracy, spelling and grammar before submitting.
• Please ensure that your work history has been updated to include employment end dates as applicable.
• The initial screening of applications will be solely based on the information provided in the supplemental questions and the content and completeness of the "work experience" and "education" sections of your application at www.piercetransit/careers/.
• A resume will not substitute for completing the "work experience" section of the application.
• All information may be verified, and documentation may be required.

For questions regarding this recruitment or assistance with the application process, please contact Pierce Transit Employee Services @ 253-581-8095 or [email protected]

If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email [email protected].

Pierce Transit Is An Equal Employment Opportunity Employer
Pierce Transit has a strong commitment to the community we serve and our employees. As an equal opportunity employer, we strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class.
 
Pierce Transit's Equal Employment Opportunity (EEO) policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay  and all other forms of compensation, including benefits, and all other terms and conditions of employment. 

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