Customer Service Operations Liaison

Hourly Wage: $19.91 - $24.88

Acts as a liaison with Operations and provides information regarding bus delays, detours, and accidents to the customer service representatives through the use of the CAS system bulletin board. Assists management team and customer service representatives with information necessary to close inquiries and investigations.

Answers inquiries and obtains information for general public, customers, and other interested parties by handling incoming calls through the Avaya system. Updates and keeps track of changes in route information, customer alerts, and board changes and advises the public and internal customer service department personnel.

Uses Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) software, Customer Assistance System (CAS), and other technology tools.

Essential Job Functions

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Serves as liaison with dispatch in Operations regarding service changes in bus, rail and ferry operations.
• Maintains situational awareness. Monitors weather, traffic, and other impacts on transit operations and customers.
• Uses CAD/AVL system to monitor vehicle activity and provide transit status (route, schedule, and tracking information) to management team and division personnel.
• Uses CAS bulletin board to publish information updates for management team and division personnel.
• Uses route-schedule list and bus stop list to provide route, schedule and bus stop information.
• Uses website tools to provide trip planning assistance and inform customers on delays and cancellations.
• Responds to customer telephone inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations on HRT services to meet customers' needs.
• Prepares customer alerts and notifications using a variety of means including email, text, websites, passenger information displays, mobile fare payment applications, and CAD/AVL.
• Respond to customer complaints and inquiries.
• Provides excellent customer service to internal and external customers while handling calls related to customer service department functions.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
• Complies with HRT policies.
• Supports special events as directed.
• Performs other duties as required.

Required Knowledge, Abilities and Skills essential to Job Functions

Possess excellent communication skills, people skills and a clear, pleasant telephone voice; knowledge of customer service and public relations techniques, principles and practices; general knowledge of the Hampton Roads area; able to deal effectively with the public; ability to understand and follow written and oral directions; able to keep simple records; ability to operate standard office equipment.

• Must be detailed oriented, good organizational and follow- up skills.
• Patience and flexibility to work with challenges and change.
• Knowledgeable of Microsoft suite.
• Ability to multi-task, good decision-making skills, work under time constraints.
• Knowledge of CAS system, ACS and knowledge of HRT routes/time points.
• Ability to work weekends, nights, holidays if needed.

Required Software Knowledge and Skills essential to Job Functions

• Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.
• Basic problem-solving skills associated with software applications used is expected.
• Software usage relevant to job duties will be evaluated.

• Software applications: Microsoft Office
• CAD-AVL
• Mobile Fare Payment
• Call Management System
• Interactive Voice Response System
• Passenger Information Displays
• MailChimp

Safety Responsibility

• Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm.
• Promote safety awareness and follow safety procedures and policies.
• Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education: A high school diploma or GED certificate.

Required Experience

One year of providing quality customer service to include general office experience and data entry.

Licenses or Certificates

Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements

Must be able to read, write; must successfully demonstrate knowledge of office and telephone protocol and ability to read and interpret schedules, media releases, etc. Ability to deal with customers in an efficient polite manner. Must have excellent computer skills. This position is classified as essential personnel.

FLSA Status: Non-Exempt

Physical Demands

• Work requires extensive operation of a keyboard device and use of telephone.
• Must be able to lift up to 25 lbs.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Unusual Demands

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Work involves meeting multiple demands on a timely basis.
• Duties may require some seasonal overtime...

Non-Exempt.