February 2, 2015
CUSTOMER SERVICES REPRESENTATIVE II – SHUTTLE
An employee in this position is responsible for arranging transportation for customers with disabilities by scheduling rides via telephone or TDD in a high call volume environment. The essential functions will include providing information to customers regarding available services, eligibility criteria, and procedures for using SHUTTLE; answering high volume reservation line to set up, change and cancel specialized transportation trips through an automated scheduling system; resolving service problems with customers and dispatch offices; preparing driver manifests; performing data entry functions; logging customer compliments and complaints; assisting in training new customer services representatives; attending resource fairs to present information regarding services to qualified citizens; attending and participating in transportation fairs and public meetings; operating various office equipment including but not limited to: telephone system, a computer using Windows applications and other computer software programs, printers, copiers, TDD, fax machines, calculators and Agency vehicles; performing other related duties as assigned.
Wage Rate: $17.37 per hour, paid on a bi-weekly basis.
Required Knowledge and Abilities:
Knowledge of: Pierce, King and Thurston County areas and roads; in person and telephone techniques for providing service to the disabled and others with special needs; proper English usage.
Ability to: Speak clearly; listen effectively; assimilate information; deal tactfully, patiently and effectively with individuals who are disabled, elderly, and from a wide variety of backgrounds under frequently stressful circumstances; understand transportation needs of the disabled and elderly; use good judgment and make decisions within the limits of established policies, procedures, and guidelines; explain Agency programs, rules and regulations to in-person and telephone inquirers; work with minimal supervision; establish and maintain effective working relationships; read and understand maps, street guides, timetables and policies; accurately perform arithmetic computations; follow oral and written instructions; write legibly; operate a computer using Windows applications and other computer software programs; type; effectively communicate both orally and in writing; and pass a job related examination.
Required: High school diploma or GED equivalent and two years’ work experience in a customer service environment involving heavy phone and/or in-person contact.
Special Requirement: This is a part-time position providing coverage when vacancies are created by full-time CSR’s who may be unavailable for reasons such as vacations, sick leave or training time. The work schedule and hours may vary from week to week. Attendance and punctuality are critical in this position. You must be able to work up to 40 hours per week as needed and must be able to work any shift as assigned to include weekdays, evenings, weekends and holidays and any hours between 5:00 a.m. and 7:30 p.m., seven days a week. Must be able to report to work during weather emergencies and to sit for long periods of time. Must have the ability to perform the essential functions as described above, including the ability to maneuver objects weighing up to twenty-five pounds.
How to Apply:
Submit a completed Pierce Transit application form and supplemental questionnaire clearly showing how you meet the minimum qualifications listed above by 4:00 p.m. on Monday, February 2, 2015. Applications may be obtained at www.piercetransit.org/careers, from the Pierce Transit receptionist at 3701 – 96th St SW, PO Box 99070, Lakewood, WA 98496-0070 or by calling 253.581.8000. Resumes will only be accepted if they are attached to a completed Pierce Transit application form.
Applicants who, in the judgment of Human Resources, most closely match the requirements of the position may be invited to an oral review panel. Selection of applicants for referral to the panel will be determined by a review and evaluation of the information submitted in the application documents. A job related test may be given. It is the responsibility of the applicant to supply sufficient information and detail to permit the Agency to properly evaluate the applicant’s qualifications and abilities as they relate to the position.