City of Pinole · 17 hours ago
CUSTOMER SERVICE REPRESENTATIVE (GTA) - 0126
Greenville, SC
Full-time
Onsite
Entry Level
2+ years expThe City of Pinole is seeking a Customer Service Representative to provide excellent customer service and support to the public. The role involves assisting customers with inquiries, selling bus passes, and performing various clerical duties while maintaining a professional attitude.
Government Administration
Responsibilities
Maintain a positive, empathetic, and professional attitude towards customers at all times
Provide a variety of Greenlink information to passengers, the public, and other agencies
Proactively alert customers about opportunities to provide public input on any proposed service or fare changes
Utilize the multi-line phone system, answer phone calls in a courteous manner, and route to appropriate staff
Provide schedule and route information to the public in-person or on the telephone
Assist customers with trip planning, utilizing tools such as Google Maps, the Transit app, the fare payment system, etc
Utilize AVL system to provide customer with real-time information and arrival times
Sell bus passes, upload passes to customer accounts, and record all transactions of ticket sales
Collect cash for passes and fare cards
Fulfill ticket orders to non-profits and health & human service agencies
Process over-the-phone credit card payments and have orders ready for pick-up and payment
Verify agency representative by asking for proper identification at time of pick-up
Review and process customer reduced fare applications and verify proof of eligibility documentation
Make Greenlink EasyID cards for public
Code customer fare types in fare system accordingly
Assist customers with issues related to their accounts
Take customer complaints and provide to Transit Shift Supervisors for investigation
Log customer comments, suggestions, and compliments in Customer Relationship Management System
Identify and flag complaints specifically relating to claims of discrimination and alert the customer of the Title VI process
Inform the Public Engagement Manager of complaints for appropriate follow up
Explain Greenlink policies, including the Customer Code of Conduct
Defuse customer escalations by offering assurance of help to resolve issues
If unable to resolve, ensure proper escalation procedures are followed
Log customer interactions in the customer relationship management system
Log and maintain lost and found items
Contact owners of identified items and sort out lost and found bins for appropriate distribution
Issue claimed items to customer upon correct identification
Greet guests who may be trying to locate staff for meetings, interviews, events, etc
Maintain customer information aids
Monitor inventory of brochures, maps, and other customer materials to assure buses and information booth are well stocked
Assist Transit Shift Supervisors with performing opening and closing procedures for the Transit Center daily, this includes locking/unlocking doors/gates, opening the cash management system, ensuring all Intelligent Transit Systems (ITS) are working in the Customer Service booth, and other duties as directed
Report operational problems and incidents to supervisor; make recommendations and propose solutions to problems
Report any technical issues to Transit Shift Supervisors regarding bus location or tracking errors
Advise supervisor and Dispatch of schedule and service problems indicated by customer inquiries and comments; assist in emergencies as needed
Post flyers and customer notices on buses and inside the Transit Center as requested
Attend all front-line meetings and trainings
Create daily, weekly, and monthly reports for ticket sales
Document safety issues or concerns directly observed or reported by front-line employees or the public
Maintain inventory of passes, promotional materials, and supplies and notify management when orders are needed
Sort mail and ensure its delivery to appropriate staff
Alert Greenlink administration of any media presence on-site
Actively participate and contribute to recruitment efforts by representing Greenlink at public job fairs, resource fairs, and other external events and participate with new employee training
Upon direction from supervisor, attend community events as a representative of Greenlink
Maintain a positive attitude while interacting with community members
Prepare and give presentations about Greenlink’s services to raise awareness about the agency
Answer questions from the public
Qualification
Required
High School diploma or equivalent
Over two (2) years of experience in an administrative assistant role including customer service experience
Proficiency in Microsoft Office Suite
Valid South Carolina Class D Driver's License
Preferred
Associate degree in administrative office, business, secretarial, or related field
Certified Administrative Professional (CAP) certificate or Certified Professional Secretary (CPS) certificate
Bilingual communication skills are a plus
Benefits
HEALTH INSURANCE
Medical
Dental
Vision
Basic Term Life
Employee Supplemental Life
Spouse Term Life
Child Term Life
Short Term Disability (STD)
Long Term Disability (LTD)
Voluntary Benefits (Critical Illness, Accident, Hospital Care, etc.)
General Leave is earned/accrued biweekly by all regular, full-time and permanent part-time employees as a percentage of normal work hours.
The City of Greenville observes 11 paid holidays.
The City is a member of the South Carolina State (SCRS) and Police Officers (PORS) defined benefit Retirement Systems.
Employee Recognition & Awards Program (ER&A)
Employee Service Awards
Longevity Bonus
Worker's Compensation
Deferred Compensation
Flexible Spending Accounts (FSA)
Employee Assistance Program (EAP)
Company
City of Pinole
The City of Pinole is a government agency serving the residents and businesses of this city.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase