Customer Service Representative, Full Time

Connect Transit is celebrating 50 years of service as the primary public transit system for the Bloomington-Normal area, providing quality transportation to residents, offering freedom that many take for granted. Our mission is to provide safe, reliable transportation and access to opportunity to strengthen and enrich individual lives, our community, the economy, and the environment. All of our employees are vital in supporting this mission, read on to see how you can be part of it too!

Job Description:

As a Connect Transit Customer Service Representative you represent our agency by providing exceptional customer service to all transit callers, vendors, visitors, and fellow staff members.

Wages:

• First year: $39,644 at $19.06 an hour
• 5%+ increases yearly until third year

What We Offer:

• Medical insurance: Connect Transit will pay 90% of employee premium and 65% of dependent premiums.
• Dental, vision, life insurance
• Paid time off
• Paid holidays
• Paid birthday
• Retirement plans, employer contribution of 5%
• Tuition reimbursement available
• Uniform allowance
• Opportunities for advancement
• Free bus pass for employees and immediate family members
• A team atmosphere with Trainers, Supervisors, and coworkers who want to see you succeed in your job

Responsibilities and Duties:

• Provide trip planning assistance over the phone, in person, or email for all services, and assist walk in customers with bus pass purchases
• Answer telephone calls and assist callers with accurate route information, trip reservation(s), or referral(s)
• Resolve rider complaints, questions, and/or concerns according to Connect Transit policies and procedures
• Enter trip reservation(s) into the scheduling software
• Enter, maintain, or adjust client personal and/or trip details as necessary
• Manage all “will calls” for paratransit services
• Manage lost and found items according to Connect Transit policies and procedures
• Maintain bus pass sales spreadsheet
• Maintain, support, and promote a safe work environment while complying with all of the Connect Transit safety rules, policies, and procedures
• Complete required yearly trainings (Diversity/Inclusion in the Workplace, Equal Opportunity, etc.)
• Other duties as assigned

Job Requirements:

• Minimum age of 18
• High school diploma or equivalent
• 3-5 years of customer service experience or phone call center (preferred)
• Pass background check and pre-employment drug test
• Ability to:
  • Maintain excellent attendance.

• Maintain confidential and sensitive information at all times, including HIPPA.
• Provide a high level of customer service and practice proper telephone etiquette.
• Interact with customers of varying abilities in a friendly, patient manner.
• Read, write, and speak English correctly.
• Communicate effectively verbally and in writing.
• Practice general office procedures.
• Work independently yet take verbal and written direction.
• Use proper cash handling techniques and math for basic cash transactions.
• Proficiently utilize Microsoft applications (Word, Excel, Outlook).
• Interact professionally with various levels of Connect Transit employees and outside representatives.
• Practice good judgement in making routine decisions according to Connect Transit policies and procedures.
• Learn the geography of the area and give verbal directions to customers.
• Interpret transit routes, schedules, maps, and written materials.
• Work when needed, including nights, weekends, early mornings, and split shifts.

• Meet the physical demands required of this position.

* Connect Transit provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

*EEO/Minorities/Females/Vet/Disability