Posting dates: 9/14/2022 - 10/3/2022
All applicants must apply online

DALLAS AREA RAPID TRANSIT
JOB POSTING

(* indicates requisition 6989)

Job Title*:Customer Information Rep  Beginning Pay*:$18.93 hourly 
Section*:Customer Service Ctr  Job Code:0402 
Division*:Headquarters  FLSA/EEO:Non-exempt/Office and Clerical 
Department*:Marketing/Commun-Hourly    

GENERAL SUMMARY:
Under general supervision, ensures Dallas Area Rapid Transits (DART) customer inquiries and concerns are addressed by answering incoming calls, provides reliable and easily understood information pertaining to all aspects of DART services, and creates a positive image and environment to encourage use of DART and its services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Ensures (high volume) customer inquiries and concerns are addressed by listening and answering incoming calls regarding bus service, schedules, routes, fare structures, special events, and other activities with courtesy and compassion. Works with customer to get the best results. Routes calls to appropriate party for further assistance.
  2. Creates and promotes a positive image and environment to encourage use of DART and its services.
  3. Performs as a team member to resolve technical issues or assist with training peers within the Customer Service section.
  4. Processes requests for DART literature by preparing customer schedules and other DART literature for fax or mailout.
  5. Researches information using intranet website, MAPSCO, TRAPEZE, and other authorized resources.
  6. Maintains equipment to include telephone, headset, or other communications equipment. Reports communications equipment malfunctions to Shift Supervisor.
  7. Communicates effectively with customers of diverse languages.
  8. Performs other related duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

  1. High school or general education diploma (GED).
  2. One (1) year customer assistance in a high call volume center, or related environment.
  3. Bilingual fluency in Spanish/English is a highly preferred.
  4. Must have basic computer skills, knowledge of keyboard and ability to access and utilize work processing programs. Typical office equipment such as copier, keyboard, mouse, facsimile, etc. and established telecommunications equipment to include equipment for the hearing impaired.
  5. Ability to sit and work for an extended period of time in a structured environment, adhere to strict department guidelines while reporting to multiple supervisors in a timely manner.
  6. Ability to work in a stressful and high call volume environment.
  7. Ability to work variable shifts, irregular hours, nights, holidays and weekends.
  8. Ability to be dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers and gains their trust and respect.
  9. Ability to use rigorous logic and methods to solve difficult problems with effective solutions; can see hidden problems; looks beyond the obvious and does not stop at the first answers; is excellent at honest analysis.
  10. Ability to pick up technical things quickly; can learn new skills and knowledge through E-Learning or class room instruction; is good at learning new industry, company or technical knowledge.
  11. Ability to step up to conflicts, seeing them as opportunities. Reads situations quickly. Good at focused listening. Can hammer out tough agreements and settle disputes equitably.
  12. Ability to be action oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning.
  13. Ability to genuinely care about people. Is concerned about their work and non-work problems. Is available and ready to help. Is sympathetic to the plight of others not as fortunate. Demonstrates real empathy with the joys and pains of others.
  14. Ability to be very flexible and adaptable when facing tough calls. Can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards. Can act differently depending upon the situation. Is seen as balanced despite the conflicting demands of the situation.
  15. Ability to be cool under pressure. Does not become defensive or irritated when times are tough. Is considered mature. Can be counted on to hold things together during tough times. Can handle stress. Is not knocked off balance by the unexpected. Does not show frustration when resisted or blocked. Is a settling influence in a crisis.
  16. Ability to be easy to approach and talk to. Spends the extra effort to put others at ease. Can be warm, pleasant, and gracious. Is sensitive to and patient with the interpersonal anxieties of others. Builds rapport well. Is a good listener. Is an early knower, getting informal and incomplete information in time to do something about it.

REPORTING RELATIONSHIP:
Reports to VP and Chief Marketing Officer*

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Last Updated: 9/6/2022 doc_id=1097608018321
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