Hybrid Customer Service Representative - Transit at City of Petersburg, VA

About the Department

General Description

The purpose of this class within the organization is to provide the public information regarding Transit service by responding to telephone, written and in-person inquires; sales bus passes and tickets; performs duties in support of Transit’s Administrative Services.

Position Duties

Duties and Responsibilities

The functions listed below are those that represent most of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

Essential Functions:

Answers inquiries from public and staff via telephone, in writing, or in person concerning route and schedule information, lost and found, and other Transit services. 

Sells passes and tickets. Is accountable for record keeping and reporting of all sales items. Makes identification cards for reduced fare, employees, Paratransit clients, and various City service departments. Verifies incomplete/incorrect information with client/appropriate department.

Receives customer inquiries, concerns and complaints relating to service; records information and directs to appropriate personnel.

Provides information on use and qualifying criteria for special programs such as reduced fare and Paratransit.

Works collaboratively with Security Officers to ensure the accurate recordkeeping, reporting and return of lost and found items.

Assist with the balancing of daily cash deposits and tickets. Deposits revenue in safe. Inventories the passes and balances against daily log sheet total. 

Advises Supervisor and Dispatch of schedule and service problems indicated by customer inquiries and comments; assists in emergencies as needed.

Assist with the route and schedule information at transit fairs, special events and other Marketing activities.

Additional Duties:

Performs other related duties as assigned.

Responsibilities, Requirements and Impacts

Data Responsibility:

Data Responsibility refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creation.  Data are intangible and include numbers, words, symbols, ideas, concepts, and oral verbalizations.

Collects, classifies, or formats data or information in accordance with a prescribed schema or plan to facilitate the identification and extraction of useful information.

People Responsibility:

People include co-workers, workers in other areas or agencies and the public.

Serves others such as customers, attends to their requests and exchanges information with them.

Asset Responsibility:

Assets responsibility refers to the responsibility for achieving economies or preventing loss within the organization.

Requires minimum responsibility for only small quantities of low-cost items or supplies where opportunities for achieving economies or preventing loss are negligible.

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Mathematical Requirements:

Mathematics requires the use of symbols, numbers, and formulas to solve mathematical problems.

Uses addition and subtraction, multiplication, and division and/or calculates ratios, rates and percents.

Communications Requirements:

Communications involves the ability to read, write, and speak.

Reads maps, routine sentences instructions, regulations, procedures or work orders; writes routine sentences and completes routine job forms and incident reports and understand routing directions, customer service techniques and proper English usage.

Judgment Requirements:

Judgment requirements refer to the frequency and complexity of judgments and decisions given the stability of the work environments, the nature and type of guidance, and the breadth of impact of the judgments and decisions.

Responsible for very few decisions, affecting only the individual; works in a very stable environment with clear and uncomplicated written/oral instructions.

Complexity of Work:

Complexity addresses the analysis, initiative, ingenuity, concentration and creativity, required by the job and the presence of any unusual pressures present in the job.

Performs skilled work involving rules/systems with almost constant problem solving; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure. 

Impact of Errors:

Impact of errors refers to consequences such as damage to equipment and property, loss of data, exposure of the organization to legal liability, and injury or death for individuals.

The impact of errors is moderately serious – affects work unit and may affect other units or citizens.

Physical Demands:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking and standing some of the time and sitting for prolonged periods of time. Involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Equipment Usage:

Equipment usage involves responsibility for materials, machines, tools, equipment, work aids, and products.

Handles or uses computer, standard office equipment and radio communication systems.

Unavoidable Hazards:

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

Safety of Others:

Safety of others refers to the level of responsibility for the safety of others, either inherent in the job or to ensure the safety of the general public. 

Requires responsibility for the safety and health of others and for occasional enforcement of the laws and standards of public health and safety.

Minimum Qualifications

Minimum Education and Experience Requirements:

Requires High School graduation or GED equivalent, and course work or training in customer or public relations, or retail sales. 

Requires one (1) year experience performing public contact work.

Any combination of education and experience that would provide the applicant with desired skills, knowledge and ability required to perform the job will be considered.

Special Certifications and Licenses:

None.

Other Qualifications

Americans with Disabilities Act Compliance

The City of Petersburg is an Equal Opportunity Employer.   ADA requires the City of Petersburg to provide adequate accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

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