Jacksonville Transportation Authority is hiring: Customer Service Representative

Brief Description of Work:Under the supervision of the Customer Service Supervisor provides bus route information in a high volume, inbound call-center environment. Responds to telephone citizen inquiries and complaints relating to JTA/JTM services. Work schedule will include weekend hours and will vary during departmental hours of operation and emergency circumstances such as actual and anticipated natural and man-made disasters. Operates a multi-line telephone with headset and standard office equipment such as personal computer.Current Shift Available: 10:30 AM - 7:30 PM Monday, Tuesday, Thursday and Friday; 8:00 AM - 5:00 PM Saturday This is not a remote position. This position is a Full-Time in office onsite position. Essential Function(s)Receive, research, respond to and track high volume, inbound written and telephone citizen inquiries and complaints relating to JTA/JTM services.Provide bus route information and other services to the public.Interview citizens by phone to determine details of the inquiry or problem.Treats the public in a **professional, courteous, and tactful manner at all times.Communicate with co-workers, management, and others in a courteous and professional manner.Simultaneously communicate, research, gather, and enter all pertinent facts pertaining to issues and complaints into a database during the call.Interact with internal departments or divisions, as appropriate, to secure information and/or refer issues and complaints/concerns for a response.Keep abreast of JTA/JTM departments/divisions operational procedures, practices, and office locations.Read various documents such as maps while applying procedures and regulations to work situations.Advise departmental personnel, citizens, and others on status of cases pending, as appropriate.Conforms with company dress code policy, Customer Service Division Guidelines, all safety rules, and wears/uses all appropriate safety equipment.Performs other duties as assigned.Support JTA/JTM’s team concept and conducts business in an ethical manner.Minimum Qualifications:High school diploma or possession of an acceptable equivalency diploma and one-year of experience in a high-volume inbound, call center or customer service environment. Must have demonstrated experience in using a personal computer.Preferred Qualifications:Associate's degreeKnowledge, Skills and Abilities:Understanding of JTA/JTM departments and agencies' operational procedures, practices, and office locations.Familiarity with customer service standards and maintaining focus on customer needs.Proficient in using a multi-line telephone system.Skilled in empathic listening techniques.Capable of reading and applying maps, procedures, and regulations to work situations.Ability to multitaskAbility to communicate effectively, orally, and in writingAbility to typeCompetent in handling confrontations constructively.Capable of reading computer screens for extended periods.Endurance for physical demands of prolonged sitting and typing.Quick learner of bus routes and schedules.Proficient in simultaneous communication, interpretation, and data entry.Good judgment in decision-making in line with policies and procedures.Skilled in conducting in-depth interviews with sound judgment and diplomacy.Competent in collecting and analyzing data objectively.Proficient in operating standard office equipment, including personal computers.Committed to achieving individual goals that support Division objectives.Ability to work in close quarters with others while maintaining confidentiality.Work Environment/Physical Demands:The Customer Service poisition is an essential position at the JTA. The Customer Service Representative works within a call center setting where the noise level is usually moderate. This role will be required to work nights, weekends, and/or holidays. Physical demands may include:Sitting and/or standing for prolonged periods.Performing repetitive motion.

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