Transit Customer Service Representative
City of Madison, WI - Madison, WI
Full-time, Part-time

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This is a 20 hours per week position.

This is varied administrative, clerical and customer service work in Metro's Customer Service Center and Reception area. Work involves providing Metro Transit bus routes, bus schedules, and other related information to the public; maintaining an appropriate supply, ticket and pass inventory(s); scheduling and coordinating Paratransit rides; recording customer feedback; recording Lost and Found items and facilitating customer returns; performing ticket and pass sales; and reconciling and verifying sales information and cash received. Employees also process office records, data and materials; and function as the receptionist for the Metro administrative offices and staff. The work is performed under the general supervision of a Transit Marketing Specialist 2. Assignments are typically determined by the natural flow of work and performed without specific instructions.

Examples of Duties and Responsibilities:
Provide transit information to the public (involving the utilization of computer software), either in person or over the telephone regarding bus routes and schedules. Communicate related information regarding Metro policies, cash fares, different types of bus passes and tickets, bus stop locations, transfers, and bus maps. Screen, assist and/or refer callers and walk-ins to the appropriate individual Metro units, or to other agencies as appropriate.
Perform Paratransit rider scheduling and ride confirmation functions (involving the utilization of computer software). Receive calls from registered Metro Paratransit riders and facilitate all reservations, scheduling, and confirmations. Receive facsimile (FAX) transmissions from Paratransit organizations and facilitate reservations, scheduling, and confirmations. Coordinate with Transit Operations as appropriate. Coordinate ride facilitation with Metro contracted ride providers. Facilitate and coordinate Paratransit ride scheduling, changes, and confirmations with contracted ride providers; and coordinate Paratransit scheduling and reconcile booking discrepancies between service providers and clients (in the supervisor's absence).
Record all Metro customer feedback regarding the transit system, and log-in to computer system. Route feedback forms to appropriate personnel and monitor results. Record results into Metro Customer Feedback computer software.
Sell Metro prepaid fare options and convenience tickets. Assist customers in completing permit forms. Maintain related records. Fill Metro-By-Mail orders. Reconcile the daily pass and ticket consignment inventory with daily cash received from sales. Complete end-of-day accounting procedures and submit a daily deposit. Coordinate with other cashiers, supervisors, and members of Finance Unit to rectify balance discrepancies.
Record Lost and Found materials, and facilitate the return of items to customers. Facilitate disposal of unclaimed items.
Provide reception services. Notify staff of visitor arrivals. Maintain daily schedules of management and key personnel within the building. Record messages in their absence or forward to appropriate staff. Coordinate the reservation of staff cars and vans to office employees.
Transport inventory of Metro route schedules and system maps as required. Maintain inventory of Metro printed marketing materials. Assemble and distribute mailing to Metro customers and information outlets.
Work with Metro management and staff in order to successfully disseminate designated information to public. Staff transit informational displays during special events.
Perform related work as required.

Minimum Qualifications:
Knowledge, Skills and Abilities:
Working knowledge of general office procedures, methods and equipment. Working knowledge of inventory control procedures and elementary bookkeeping. Working knowledge of telephone etiquette and customer service techniques. Knowledge of Metro routes, schedules, and both fixed-route and Paratransit policies. Knowledge of and sensitivity to the special transportation needs of the elderly and people with disabilities. Ability to learn and communicate Metro policies, routes, and scheduling. Ability to operate a computer utilizing E-mail, word processing, spreadsheet, and customer information software. Ability to maintain routine accounting records and inventories; make accurate mathematical computations. Ability to make change and count cash with speed and accuracy. Ability to communicate effectively; deal tactfully and courteously with the public; and establish and maintain effective internal and external working relationships. Ability to read maps and schedules and give directions. Ability to communicate Metro policies and give directions. Ability to exercise judgment to make scheduling decisions/changes in response to cancellations or additions to ridership with contracted ride providers. Ability to effectively communicate and coordinate ride scheduling with and between Metro Paratransit Dispatch, the elderly, people with disabilities, and outside Paratransit support agencies (i.e., Community Support Network). Ability to maintain effective working relationships with the ridership, co-workers, other transportation agencies, and the general public. Ability to maintain adequate attendance.

Training and Experience:
One year of experience in a customer service, cash sales and/or bookkeeping position or equivalent. Such experience would normally be gained after graduation from high school. Other combinations of training and/or experience which can be demonstrated to result in the possession of the knowledge, skills, and abilities necessary to perform the duties of the positions in this classification will also be considered.

Special Requirements:
This is a .50 FTE position.