Communicates with Port Authority of Allegheny County d/b/a Pittsburgh Regional Transit (PRT) patrons by telephone, written correspondence to address, document, resolve and follow-up on customer complaints, concerns, requests, suggestions, and commendations. Provides recommendations to upper management to reduce and resolve negative trends.

Essential Functions

·  Communicates with PRT patrons by telephone, written correspondence to address, document, resolve and follow-up on customer complaints, concerns, requests, suggestions, and commendations.  Also responds over the phone to customer calls providing accurate and courteous information regarding transit stops, schedules, fares, routings, policies, procedures, lost & found items and ConnectCard information.

·   Documents and responds to all customer inquiries regarding PRT’s ConnectCard fare media and equipment disputes. Ensures customer issues are addressed in a timely, efficient, effective, and customer-focused manner, in accordance with PRT’s policies and procedures.

·   Forwards complaints, concerns, requests, suggestions and praises to other PRT employees and organizations, if necessary, for resolution.

·   Registers ConnectCard/s for new and existing customer account/s and processes customer requests for balance protection.

Job Requirements

·         High school diploma or GED.

·         Minimum of one (1) year experience as a PRT Customer Service Representative of which six months must have been worked within the past five (5) years. As a one-time exception, this requirement is being waived for postings #24-058RRR and #24-0661R.

·         Minimum of one (1) year experience as a Customer Service Representative of which six months must have been worked within the past five (5) years.

·         Successful completion of administered Work Keys Assessments.

·         Demonstrated ability in the use of Windows and Microsoft Word.

·         Ability to work various shifts, including weekends and holidays including reporting to South Hills Village, as directed.

·         Maintains a professional appearance.

·         Articulate, service oriented, and possessing excellent organizational and decision-making skills.

·         Effective and professional communication skills.

Preferred Attributes

• Associate degree or advanced education in a directly related field such as communications or computer technology from an accredited college or university. • Experience in the transportation industry. • Experience collecting data and building database programs.

Salary

0-0/Year    

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