- The Transit Store Customer Service Representative III-Customer Payment Systems-Transit Store reports directly to the supervisor of Customer Payment systems.
- This position is responsible for transforming how people connect to public transportation and each other through innovative communications and technology solutions.
- Answering and responding to incoming calls and correspondence from customers requiring assistance with all customer payment systems accounts, and in-person retail cashier sales, 'lost & found' processing, advance customer service functions and Online physical and virtual pass orders.
- Responding to all customer payment system inquiries i.e., Online sales orders, AMP account-based phone application troubleshooting, fare capping, and Equifare application processing and account support
- Periodic audits of random customer accounts to verify eligibility and mitigate improper account usage.
- Prepare/fulfill online virtual and physical pass orders purchased through the online sales portal, Client's phone application, and Client's marketplace.
- Manage customer accounts to include deducting and crediting value, blocking and unblocking Fare media, and granting access to appropriate rider type classifications.
- Perform as a retail sales cashier:
- Educate and assist customers with purchases of bus and rail passes, Reduced Fare ID cards (RFID), Metro Access cards, retail merchandise and phone application inquiries/troubleshooting.
- Conduct retail sales transactions.
- Adhere to strict sales and inventory procedures and controls - including accuracy of sales transactions, reconciliation of sales to inventory and daily register closeouts, and adherence to performance expectations specific to the Transit Store staff.
- Perform key functions of the Transit Store, including the preparation of store opening procedures and the end of day store closing procedures
- Issue approved Reduced Fare ID cards, including entry of data into the RFID database, taking ID photos, and producing the finished ID card. Perform the retail sales cashier functions associated with the issuance and sale of these ID's.
- Perform 'lost & found' functions, including the logging in of new inventory, authorized disbursement of inventory to qualified claimants, related record keeping, and permitted disposition of abandoned inventory.
- Assist customers with general bus and rail service questions, including trip planning, service changes, detours, special events, directions, fares, and literature.
- Answer the Transit Store and Lost & Found telephone lines, assisting customers, taking messages, and making call-backs as necessary.
- Assist customers requesting to file a comment, complaint, or suggestion.
- Perform routine tasks including, but not limited to, mailing out form letters, preparing spreadsheets, data entry, maintaining inventory of passes and merchandise, recordkeeping, and ensuring published Client literature such as pocket schedules and brochures remain stocked for customer access.
- May be expected to mentor newer staff assigned to the Transit Store.
- Support Client's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Perform other duties as required and/or assigned.
- Knowledge of the Austin street system.
- Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
- Excellent skill level of telephone delivery of customer service.
- Skill in reading and relaying information to customers.
- Ability to give accurate directions by telephone.
- Ability to communicate effectively over the phone, in writing, and in person.
- Ability to utilize numerous sources of paper and electronic information to solve customer inquiries.
- Ability to effectively use internet navigation systems.
- Ability to utilize professional customer service and problem-solving skills to effectively resolve customer issues both verbally and in writing.
- High school diploma or GED required.
- Five (5) years of progressively responsible customer service experience in a retail in-person sales environment, with at least one (1) of those years serving in the regular capacity as a cashier and one (1) serving as a customer service representative in a wireless technology environment.
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Retail Customer Service Rep - Austin, United States - 22nd Century Technologies, Inc.
Description
Duration: 6+ months
Mode: Onsite
Shift: 1st shift, Mon-Fri
Pay: $27/hr
Job Description:
Roles And Responsibilities:
Knowledge, Skills and Abilities:
Required Education:
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies' delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among "Best Company to Work For" by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients' expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
"22nd Century Technologies is an Equal Opportunity Employer" and "US Citizens & all other parties authorized to work in the US are encouraged to apply."
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
