Transit Authority of River City (TARC) Hiring for CUSTOMER SERVICE REPRESENTATIVE at Louisville, KY Full Time

We currently do not offer hybrid or remote work for this role. This position is on-site.

General Summary

Responsible for the timely, courteous handling of a variety of telephone inquiries from those seeking information regarding bus schedules, trip planning, and Paratransit services. Promote favorable relationships through attitude of interest and concern with each caller.

Essential Duties And Responsibilities

• Serve Fixed Route callers
• Provide accurate bus and transfer times
• late bus and detour information to customers
• Provide accurate routing information for all TARC fixed route system
• Mail and fax bus schedules to customers
• Explain bus service to potential TARC riders
• Familiar with all phases of TARC’s operation
• Enter all customer comments and complaints
• Serve as TARC’s central call center for all department inquires
• Assist callers with navigating TARC’s website
• Remain current with route changes, updates, additions, deletions
• Serve Paratransit Callers
• Accurately negotiate and reserve Paratransit trips
• Explain TARC3 Riders’ Guide policies
• Explain the Paratransit service to new/potential customers
• Cancel trips
• Confirm customer personal and trip information
• Enter customer comments and complaints accurately into software
• Maintain Customer Relations
• Interact courteously and professionally with callers
• Meet hold time, staff work-mode and call duration standards
• Mail Paratransit applications to potential customers
• Maintain thorough knowledge of all aspects of enterprise
• After hours “on call” support rotation with IT staff
• Use Reference Material Effectively
• Demonstrate proper use of Headway Sheets
• Demonstrate proper use of on-line mapping service
• Maintain familiarity with TARC website resources
• Perform Other Duties as assigned.

Minimum Knowledge, Skills And Abilities Required

• One (1) year of experience in a customer service role
• Must have thorough knowledge of the TARC service area
• Must have knowledge of the general operation of the TARC service area for fixed route and Paratransit which includes Jefferson, Bullitt and Oldham counties in Kentucky and Floyd and Clark counties in Indiana.
• Must be able to work comfortably with a diverse population.
• Excellent verbal communication skills

Note: An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Working Conditions

This work is performed in an office setting, on buses, and on city streets. The incumbent will be exposed to dust, diesel fumes and/or airborne particles. Work may require some level of mobility including lifting or moving materials. Will also be sitting for long periods of time at a computer.

Reasonable accommodations may be made to those who are able to perform the essential duties of the job.

Comprehensive Benefits/Pay

• Medical, Dental, Vision, Life and Disability Insurance
• Participation in County Employee Retirement System (CERS)
• Paid Holiday
• Paid Sick Leave and Vacation
• Employee Assistance Program
• On-site Fitness Facilities

Safety Sensitive Position: No

This position is on-site. We currently do not offer hybrid or remote work for this role.

Posting Closes: 1/25/2024

Transit Authority of River City (TARC) is an equal opportunity employer with a strong commitment to the community we serve. Applicants shall not be discriminated against based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.

TARC is a Drug Free Workplace

Working Hours: 24 hours per week, a variation of hours Monday – Friday (1st shift) along with Saturday being a mandatory 8-hour shift.

We currently do not offer hybrid or remote work for this role. This position is on-site.