Job Abstract

The Riverside Transit Agency currently has a vacancy in the Marketing Department Call Center for a full-time Customer Information Clerk who is bilingual in Spanish.

The Customer Information Clerk assists in maintaining a high quality, responsive working environment and provides friendly, courteous customer service and accurate information.

The position is located at our Hemet facility and requires availability for a flexible work schedule, including evenings, weekends, and holidays.

Bilingual: Bilingual (Spanish) speaking is required. Reading and writing skills are preferred, but not required.

Applications will be reviewed in the order received and the posting may close at any time.

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

Provides courteous, friendly and accurate service to customers at all times.

Receives phone calls and provides routing information regarding the location of bus stops, routes, fares, schedules, transfers and the Agency's rules and regulations regarding fixed route and Dial-A-Ride bus services.

Assists callers in planning routes, considering desired arrival and departure times, and using schedules stored in files (paper or software based).

Ability to manually create trip itineraries using Ride Guide, system map, Thomas Guide, stop list, etc., when access to trip planning software is unavailable.

Reviews and becomes familiar with special routes, policy changes, special service changes and/or shuttles for various events.

Attempts to resolves unusual requests for route, fare information or other difficult requests or problems.

Checks status of buses with RTA and contractor dispatch via phone or radio.

Transfers misdirected calls to appropriate sources.

Ability to speak, read and write in English and Spanish clearly and proficiently.

Ability to correctly pronounce Riverside County street names, and a detailed knowledge of Riverside County geography including landmarks and key transfer points.

Rides Agency buses at direction of supervisor to become familiar with Agency services, conducts passenger surveys, and provides community outreach.

Receives and documents calls pertaining to customer complaints, comments and commendations.

Ability to work nights and weekends as needed to provide appropriate coverage in the call center.

SUPERVISORY RESPONSIBILITIES
This position has no regular supervisory responsibilities.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); one year of recent work experience providing customer service, preferably in a public transit environment, or an equivalent combination of education and experience. Bilingual (Spanish) speaking is required. Reading and writing skills are preferred, but not required.

LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, ride guides, Thomas Guides, and procedure manuals. Ability to write routine reports and correspondence and to speak effectively to customers or employees of the Agency. Bilingual (Spanish) speaking. Reading and writing skills are preferred, but not required.

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

COMPUTER SKILLS Knowledge of basic office equipment and personal computers. Knowledge with software programs such as Microsoft Office, to include Word, Excel, Access, etc and specialized transit software, with ability to type 35 words per minute.

REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES Knowledge of customer service and transportation procedures and principles. Ability to organize and plan workload and work independently. Ability to establish and maintain effective working relationships with others. Knowledge of Western Riverside County and the ability to read and interpret maps is also required.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

The noise level in the work environment is usually moderate.

Note to Internal Candidates:
The following areas will be reviewed as part of the selection process:

• Will be required to pass job related skills test(s).Testing may include, but is not limited to:
  • Written test(s)
  • Oral test(s)
  • Practical test(s)
• Past year performance record will be reviewed:
  • Discipline other than attendance & accidents - only 1 written warning in last year. Excludes accidents and attendance, which are described below.
  • Must have zero additional disciplinary actions, i.e. no:
    • Further Written Warnings
    • Final Warnings
    • Suspension
  • Must have no more than 1 Late Arrival within the last 12 months.
  • Must have no more than 1 Attendance Point in the last year.
  • Must have zero preventable accidents / max of 1 written warning in the last year.
  • Performance Appraisal ratings must be at or above "Meets Standards."