POSITION SUMMARY
Performs responsible work handling inquiries by disseminating complete and accurate information regarding COTA’s bus routes, schedules, timetables and programs to the public. Other responsibilities include assisting Customer Care in handling complaints. Employees in this position are assigned to COTA’s Call Center and MUST BE ABLE TO WORK FULL WEEKEND SHIFTS .
ESSENTIAL JOB FUNCTIONS
- Utilizes software and all available tools to disseminate accurate transit information regarding routes, schedules, time points and COTA information to the public achieving call center volume and unit objectives;
- Works closely with COTA Radio Central personnel to communicate late buses, re-routes, articles left on buses, and any other pertinent information to customers;
- Works closely with Customer Care personnel in handling customer complaints professionally and efficiently; transfers information as required;
- At customer’s request, mails schedules, transit maps, COTA program information and any available literature in a timely manner;
- Works closely with Pass Sales Office in determining Lost & Found items and coordinates with Cashier Clerk on the delivery of bulk schedules to various community organizations;
- Assists in other areas within COTA to help promote marketing through community activities; and
- Performs other duties as assigned.
EDUCATION & EXPERIENCE
- Must be high school graduate or equivalent with one (1) year customer service experience required; preferably in a call center.
- Must have excellent verbal and written communication skills, which includes the ability to effectively communicate with the mentally/physically challenged population.
- Must be able to disseminate transit information to the public through a variety of means, including Trapeze software, utilizing a map, reading and using a ruckus book, reading and using a line trip/turn sheet, or general knowledge of the area.
- Must have demonstrated knowledge of computer systems; willing and able to be trained on Google, Trapeze, Microsoft Outlook and Excel, Intranet, and IVR systems.
- Must possess the ability to use common office equipment including copiers, fax machines, and TTY line.
- Must possess the ability to multi-task, with excellent organizational skills.
- Must be able to work evenings and weekends.
KNOWLEDGE, SKILLS, & ABILITIES
- Knowledge of various computer systems and software, including Microsoft Office products (e.g., Excel, Word, Outlook, and PowerPoint);
- Skills in verbal and written communication; great organizational skills are a must; and
- Ability to effectively communicate with the mentally/physically challenged population.
–
original job » Apply Now
Please review all application instructions before applying to Central Ohio Transit Authority.
|
|
|
EmoticonEmoticon