Class Code: AS110
FLSA Status: Non-exempt

Senior Customer Service Representative

Bargaining Unit: SEA

DEFINITION:

Under general supervision, a Senior Customer Service Representative performs lead worker and advanced customer service work related to providing information and assistance regarding transit services to customers; conducts transit-related special projects which may include marketing, public information, and community outreach activities; and. Performs related work as required

DISTINGUISHING CHARACTERISTICS:

Senior Customer Service Representative is the advanced-lead level class in the series.  An incumbent in this class serves as a lead worker, performs the more advanced customer service functions in a call center or information booth, and assists with outreach and public relations functions. This class may be distinguished from the lower level class of Customer Service Representative because an incumbent in the latter class performs journey-level duties and does not have formal lead worker responsibilities.  This class may be distinguished from the higher level class of Customer Service Supervisor because an incumbent in the latter class supervises the work of subordinate customer service staff.  

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Serves as a lead worker over subordinate staff by prioritizing, assigning and monitoring work and providing training as needed; may provide input on performance evaluations.
  • Performs sales and cashiering activities using print encoding media (PEMs) and/or selling transit tickets, passes, and coupons; operates a cash register and performs credit card transactions; takes photographs of customers for purposes of creating identification badges; reconciles booth sales.
  • Provides information to the public regarding transit services, including the location of bus stops, routes, detours, fares, transfers, and policies; responds to inquiries about pass eligibility, photo identification, lost and found, and bus schedule publication and distribution.
  • Creates ride reservations for Paratransit eligible customers; negotiates trip options and times with customers and their service providers; calculates fares, arranges for client callbacks; processes cancellations and no shows; maintains related records and documentation. 
  • Receives and responds to public information requests; receives and processes compliments, complaints, and service improvement suggestions.
  • Participates in outreach and public relations activities and may represent Santa Cruz METRO at special events; may assist with the design and preparation of brochures, informational flyers, written articles, and news releases.
  • Operates standard office equipment; utilizes computer software in performing job tasks.  
  • Operates a cash register and photography equipment 
  • Drive a Santa Cruz METRO vehicle to perform assignments. 
  • Performs related work as required

EMPLOYMENT STANDARDS:

Knowledge of:

  • Principles and practices of employee leadership, including ways to motivate staff and maximize productivity.
  • Modern office practices, procedures, and equipment, including multi-line telephone systems. 
  • Applicable Federal, State, and local laws and regulations pertaining to Department of Transportation regulations and policies governing Americans with Disabilities Act (ADA) Fixed Route and Paratransit service. 
  • Regulations, policies, and procedures affecting Santa Cruz METRO customers.
  • Specialized scheduling software. 
  • Local and regional transportation services.
  • Principles and methods of currency counting and cash record-keeping. 
  • Effective customer service techniques. 
  • Public speaking techniques.
  • Basic mathematics including, percentages and basic statistics. 
  • Telephone techniques and etiquette. 
  • The effective use of modern office equipment, personal computers, and standard business software.

Ability to:

  • Serve as a lead worker over subordinate staff.
  • Provide information to the public in a clear, accurate, and effective manner.
  • Count and record currency and passenger fare receipts accurately and safely, in accordance with established procedures. 
  • Demonstrate excellent public relations skills, obtaining and providing information in a clear, accurate and professional manner.
  • Communicate detailed information about local and regional transit systems, including routes and schedules.
  • Address customer complaints in a sensitive and tactful manner.
  • Assist with designing and preparing a variety of public information, marketing, and planning materials and presentations.
  • Maintain a calm demeanor in stressful situations. 
  • Maintain confidentiality of materials, records, files, and other privileged information using tact and discretion. 
  • Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned. 
  • Drive a Santa Cruz METRO vehicle to perform assignments as required. 
  • Utilize specialized equipment such as ticketing machines, cash registers, and photo identification printers.
  • Communicate clearly and effectively in both oral and written form.
  • Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public. 
  • Ability to handle conflict resolution and mediate solutions.

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: 

Education, Training, and Experience:

Three (3) years of progressively responsible customer service experience equivalent to a Customer Service Representative.

Fluency in English and Spanish is desirable.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear, and use a keyboard.  Work often requires the repetitive use of both hands to grasp and feel objects; stooping at the waist, and standing.   Work may require lifting up to 20 pounds unaided.   Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands 

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Work Environment: 

The employee may work in a standard office, call center or information booth environment where the noise level is usually moderate.  May work in the field when needed.  

OTHER CONDITIONS OF EMPLOYMENT:

  • Must pass a requisite background check.
  • May occasionally work extended hours or hours outside of the regular schedule.

*Adopted: 12-11-18

*BOD Approved: 08-23-19

*Revised: 00-00-00

*Job Family: Customer Service

*Job Series: Customer Service

*Job Series Level: Advanced-Lead

*Confidential: No