Mobility Service Representative

Our vision is to be recognized as a worldclass leader for providing and coordinating a full array of mobility and community services. LYNX mission is to link our community by providing quality mobility options with innovation integrity and teamwork.

MOBILITY SERVICE REPRESENTATIVE

This position is primarily responsible for providing excellent customer service to LYNX customers. The Mobility Service Representative (MSR) receives customer requests for trip reservations; inquiries regarding all LYNX services; provides schedule/routing and systemwide information in person over the telephone via mail fax Internet and Language Line services.
This position is considered safetysensitive and subject to the provisions of the Substance Abuse Program Policy for Safety Sensitive Positions.

Essential Functions:
Works as part of the customer service team in the Mobility Services department to provide excellent customer service.
Services include ACCESS LYNX NeighborLink Fixed Route Lost and Found Customer Relations Terminal sales/information and estimated time of arrival (ETA) services.
Provides detailed service information to our customers in person over the telephone by mail fax Internet Language Line or other means of inquiry.
Answers customer calls promptly keeping hold times to a minimum.
Records accurate and detailed trip information.
Uses scheduling software: Schedules trip requests geocodes locations negotiates requested times and researches trip information.
Maintains uptodate passenger records in customer database daily; makes all necessary changes to important field entries during call.
Communicates regularly with operations staff regarding scheduling and passenger issues; promptly records cancellations and notifies scheduling or dispatch personnel.
Updates and maintains monthly reports for the Internet Inquiries Program.
Uses tracking software to record customer calls and concerns.
Maintains accurate records and appropriate filing systems.
Keeps updated on all policy changes procedures detour memos bulletins and community service sheets.
Assists with mailout of information letters riders guides schedules etc.
Covers assignments for vacationing staff; assists team with training as needed.
Performs other duties as may be required or assigned.

Required Qualifications:
High school diploma or G.E.D.
Work experience performing clerical office duties data input and use of computer software.
One year of experience performing customer service duties facetoface or over the telephone.

Desired Qualifications:
Three years of experience performing customer service duties facetoface or over the telephone.
Bilingual or multilingual

Knowledge Skills and Abilities (KSAs):
Knowledge of principles and practices of good customer service.
Attention to detail and accuracy.
Knowledge of fundamental clerical and office procedures.
Ability to use a personal computer and learn all associated software utilized by the department including Google Maps and other programs.
Must be willing to learn new systems and software programs.
Ability to handle multiple tasks accurately.
Excellent customer service skills listening skills and typing skills.
Time management and cash handling skills.
Ability to communicate effectively in English both orally and in writing so others will understand.
Excellent communication and interpersonal skills including the ability to establish and maintain positive working relationships with those encountered in the course of work using principles of excellent customer service.
Ability to exhibit a professional courteous demeanor.
Ability to work in a fastpaced and diverse environment.

Work Environment and Special Considerations:
Responds to the activation of the companys emergency operation center by assisting in the coordination of transportation as well as giving information to the general public during the emergency.
Employees in this position must comply with all requirements of the Federal Transit Administration (FTA) regarding the testing of safety sensitiveemployees. This position is considered safetysensitive under FTA drug and alcohol regulations 49 CFR Part 655.

Rate will be determined by the qualifications of candidates who exceed the minimum requirements.

Applications are reviewed as received and interviews will be scheduled for the most qualified candidates as applications are reviewed.

Your talent skills and experience will be rewardedwith a competitive compensation package.

FREE employee only health insurance

Dental vision shortterm and longterm disability insurance available

Retirement plan

Life insurance

Paid vacation and sick leave

Paid holidays

FREE LYNX bus transportation for employee spouse and children

Employee wellness center

Credit union membership

To view a complete list of benefits visit and select benefits.

LYNX fully commits itself to providing equal opportunity to all persons without regard to race color national origin sex age religion or disability.