Job Description

Posting number: 2016

Department: Fleet Services

Division: Transit

Job classification: Customer Service Representative - Transit

Posting type: Open & Promotional

Categories: Customer Service

Summary

The purpose of this position is to provide front-line customer service at the G.K. Butterfield Transportation Center, assisting riders with information, trip planning, bus passes, and service updates. The position supports daily Transit Center operations, maintains accurate sales and administrative records, and represents GREAT at community events.

FLSA Status: Non-Exempt

Examples of duties

• Provide route, schedule, fare, and trip-planning assistance (by phone, email, or in-person);
• Sell and record bus passes;
• Reconcile daily transactions;
• Use vehicle location systems to give bus arrival information:
• Document customer interactions, complaints, and escalations;
• Review reduced-fare applications;
• Produce Transit ID cards;
• Manage lost-and-found items;
• Monitor and maintain customer information, materials, and inventory;
• Assist Shift Supervisors with opening/closing procedures;
• Prepare daily/weekly/monthly sales reports;
• Represent GREAT at community events and job fairs;
• Other related duties as assigned.

Qualifications

Education and Experience:

• High school diploma or equivalent.
• Two years of administrative assistant experience, including customer service.
• Proficiency with Microsoft Office Suite.
• Bilingual proficiency is preferred.

Knowledge, Skills, and Abilities:

Knowledge of:

• Standard office procedures and equipment.
• Customer service and de-escalation techniques.
• Smartphone apps and basic computer programs (Word, Excel, Outlook, databases).

Ability to:

• Communicate clearly in person, by phone, and in writing.
• Prepare written reports and business correspondence.
• Use good judgment when resolving customer issues.
• Build professional working relationships with staff, agencies, and the public.
• Learn and explain basic ADA requirements for public transit.
• Navigate mapping tools (e.g., Google Maps).
• Handle cash securely and accurately.
• Perform basic math.
• Enter detailed data accurately and produce sales reports.
• Work independently and as part of a team.
• Manage multiple tasks under time pressure and in a noisy environment.
• Use translation services for non-English speakers.
• Follow policies, procedures, and supervisor direction.
• Communicate during emergency situations.
• Operate general office equipment and specialized transit systems (AVL, point-of-sale, CRM, fare payment, trip-planning tools).
• Drive a City/GREAT vehicle when required.
• Work flexible a schedule including nights, weekends, holidays, split-shifts, and occasional overtime.
• Meet the mental and physical demands of the position.

Skill in:

• Providing excellent, professional customer service.
• Maintaining professionalism in stressful, fast-paced conditions.

Supplemental information

• Valid NC Class C Driver’s License