Customer Service Assistant



Job Details

Customer Service Assistant
Employer

North County Transit District

Salary

$28,688.76 - $37,295.28 Annually

Location

Oceanside Transit Center, CA

Job Type

Full-time

Job Number

FY2018-00039

Department

Administrative Services

Division

CUSTOMER SERVICE

Opening Date

01/30/2018

Closing Date

Continuous

Description

DEFINITION
As Customer Service is the voice and face of NCTD, the Customer Service Assistant (CSA) must possess exemplary skills in communication, and be able to assist all customers.  The CSA will help further NCTD's goals and objectives in providing top-notch customer service to all its passengers and ensuring that each passenger's transit experience is positive and enjoyable. 
 
Under general supervision, the Customer Service Assistant will perform specialized and complex customer service work at various customer service locations and in the District Call Center.  The Customer Service Assistant will use proper cash handling methods to sell transit fare media, research and resolve fare and customer issues, process and respond to transit customer inquiries and complaints, and perform related work.
 
Distinguishing Characteristics
This position is only found in a Customer Service Department.  It is distinguished by its significant interaction with the public and its responsibility for providing exceptional service and communication to ensure that our customers have a positive experience utilizing District transit services.
 
Supervision Received and Exercised
The Customer Service Assistant works under the moderate supervision of the Customer Service Assistant (Lead) and the Manager of Customer Service.  The Customer Service Assistant does not exercise any supervisory duties.
 
Working Conditions
Normal working conditions for this position are in both an office and field setting.  Business travel may be required periodically between District sites, governmental agencies, consultants' facilities, and other locations are required.  This position works in a transit office/store and call center environment requiring frequent interaction with the public.  This position will be required to work at times when the Customer Service Department or Call Center is open (Monday through Sunday and every holiday of the year). The position may work a variety of shifts including nights, weekends, and holidays at various District locations to accommodate the needs of the Department and customers. The position works defined schedules in which timed breaks and lunches are predefined.

Examples of Duties

Essential Functions:
General duties at all locations may include, but are not limited to, the following:
  • Provide exceptional service to NCTD customers via phone, in-person, and online as based upon situational needs and circumstances
  • Respond to inquiries from the public regarding transit services;
  • Sells transit fare media and reconciles the cash register;
  • Providing trip planning assistance to customers;
  • Processing and completing applications for Senior/Disabled/Medicare reduced fares;
  • Processing classroom day tripper passes, LIFT sales, and social service agency sales
  • Greets members of the public in person and via telephone;
  • Effectively handle a high volume of customer calls, working within established and measurable call center metrics;
  • Balance extraordinary service with fast-paced PC/phone multi-tasking skills while navigating through computer applications;
  • Researches and resolves customer issues, always seeking the most productive outcome for both the customer and NCTD;
  • Communicate effectively, sometimes in highly sensitive and/or stressful situations;
  • Escalates issue appropriately;
  • Develops and drafts customer correspondence in a timely manner and with a solution-focused  orientation;
  • Deliver passenger schedules and transit information to distribution locations
  • Processing and maintaining lost and found items;
  • Processing data and maintains the Department's databases;
  • This position is an emergency critical position and will need to report should emergency situation occur;
  • Perform other related duties as assigned. 
General duties at the Call Center may include, but are not limited to, the following:
  • Greets members of the public via telephone;
  • Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, trip planning requests, and complaints;
  • Effectively handles a high volume of customer calls working within established and measureable call center metrics;
  • Balance extraordinary service with fast-paced PC/phone multitasking skills while navigating through computer applications;
  • Perform other related duties as assigned.

Qualifications

Education/Experience
  • High School Diploma or GED is required.  An Associate's Degree or higher is highly desirable but not required.
  • Two years of front-line customer service experience in similar environment, including retail or call center, is required.
  • Experience performing a variety of duties such as processing applications for service, responding to inquiries and complaints from the public regarding fares and types of services, researching and reconciling customer issues, performing trip planning, and run a cash register required.
  • Bilingual skills in Spanish are highly desirable.
A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered.
 
Certificates/Licenses
  • Possession of and the ability to maintain a California driver's license, Class C, and a satisfactory driving record for the last five years.
  • Must have reliable transportation.
General Requirements
  • Demonstrated proficiency with computers and computer software programs in a Windows environment.  Must be proficient in Microsoft Office Software (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, Internet research, and social media.   Skills in Publisher are desirable but not required. 
  • Must be able to manage and maintain simultaneous, transitional, and emerging priorities.
  • Makes decisions, solves problems, resolves conflicts, exercises resourcefulness, and prioritizes tasks to meet a variety of demands.
  • Exceptional verbal and written communication skills required. 

Supplemental Information

Physical Requirements 
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
The employee must possess the ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions and work with office equipment, and lift equipment up to 30 pounds on a daily basis.  The employee must be able to hear, see, and communicate verbally to exchange information.  The employee must be able to physically travel between District locations and other destinations, work in evenings when required, work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way.  The employee may be subject to fumes, odors, dusts, gases, chemicals.  The employee must be able to walk, climb, balance, bend, carry, push, reach, sit, and stand.
 
Machines/Tools/Equipment
  • Ability to operate a personal computer and Microsoft Office Suite programs.
  • Ability to operate standard office equipment, including a fax and scanner machine, copy machine, and telephone/ soft phone.  
Application Information 
All applicants must complete and submit an online application.  A job offer is contingent upon the successful completion of a pre-employment drug screen and background check.  Salary based upon experience, not to exceed midpoint of stated range. NCTD is an Equal Opportunity Employer.

NCTD provides its employees with a comprehensive benefits package.  Benefits are available to employees working 20+ hours per week, with any employer contributions prorated accordingly for employees who work less than 40 hours per week.  Highlights are listed below:

Retirement:

CalPERS:  NCTD participates in the CalPERS retirement program with benefit formulas of 2% @ 60 and 2% @ 62.  Benefits are calculated based on your age at retirement, the number of years of service credit with CalPERS, and the highest average pay rate in a 36 month period.

457 Deferred Compensation/401(a) Plans:  NCTD offers a voluntary Deferred Compensation savings plan through VOYA.  Employees are eligible upon hire, and can contribute a designated percentage of their compensation into the plan in accordance with IRS limits.  Additionally, NCTD matches 50% of employee 457 contributions, up to 8% of payroll (4% max contribution) into a 401(a) plan.  Employees are vested in NCTD contributions over a 3 year period.

Medical Insurance:  NCTD participates in the CalPERS medical insurance program and offers a rich variety of plans to choose from.  NCTD contributes towards monthly medical premiums.  If selected coverage is greater than the NCTD contribution, employees will pay the additional premium via pre-tax payroll deduction. 

Dental Insurance:  NCTD offers dental coverage through United Concordia with a PPO or DHMO option.
 
Vision Insurance: NCTD offers vision insurance through Medical Eye Services.

Life Insurance:  NCTD provides group Life/AD&D insurance at no cost to the employee in the amount of $50,000.  Additional, voluntary supplemental life insurance is available for the employee and eligible dependents at the employee's cost.

Long Term Disability Insurance: NCTD offers voluntary Long Term Disability Insurance at the employee's cost.  Coverage up to 80% of your hourly wage ($5,000/mo max) can be purchased.

Flexible Spending Account Plan:  NCTD offers the following plans for pre-tax employee contributions:

  • Health Care
  • Dependent Care
  • Commuter Transit
  • Commuter Parking

Holidays:  NCTD recognizes 12 holidays annually: New Year's Day, Martin Luther King Jr. Day, President's Day, Cesar Chavez Day, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day & Day After, Christmas Eve, and Christmas Day.

PTO/Paid Time Off: Employees earn PTO in accordance with the following schedule:
  • 0 through 2.99 years: 144 hours per year
  • 3.00 through 9.99 years: 184 hours per year
  • 10+ years: 224 hours per year


Transportation Passes: Employees and eligible dependents receive a complimentary "Compass Card" which can be used to ride any NCTD transit service at no charge.
 

01
Please be advised that an incomplete application WILL NOT be considered for employment. An attached resume is not an acceptable substitution for a completed application. Incomplete responses, false statements, omissions, or partial information may result in disqualification in the selection process. By continuing in the process, you are certifying that all information provided in the application and supplemental questionnaire is true to the best of your knowledge. Select "Yes" to reflect that you have read and understand this statement.
  • Yes
  • No
02
How many years of experience do you have providing customer service in a call center environment?
  • None
  • Less than two years
  • Two years or more
03
Are you bilingual in Spanish?
  • Yes
  • No
04
Please describe your customer service experience. In your response please include employer name(s), job title(s) and dates of employment. Your response must me supported by the employment history as detailed on your application.
05
The Customer Service Department operates Monday-Friday 7am-7pm and Saturdays, Sundays and Holidays 8am-5pm. Are you able and willing to work the various shifts including days, swings, weekends and Holidays?
  • Yes
  • No
06
APPLICANT'S ACKNOWLEDGMENT - NOTIFICATION VIA EMAIL: I understand that it is my responsibility to check my email, including junk mail or spam folders, for any communication from the North County Transit District. Communication will be sent via email to the email address I have provided on my application. Select "Yes" to reflect that you have read, understand, and agree to this statement.
  • Yes
  • No

* Required Question

Employer
North County Transit District
Address
810 Mission Avenue

Oceanside, California, 92054
Phone
760.966.6576

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