Description: 

The Mobility Service Representative (MSR) is primarily responsible for providing excellent customer service to internal and external LYNX customers. The Mobility Service Representative receives customer requests for trip reservations; inquiries regarding all LYNX transit services; provides schedule/routing and system-wide information in person, over the telephone, via mail, fax, Internet, and Language Line services.

Essential Functions:

Works as part of the customer service team in the Mobility Services department to provide excellent customer service. Services include ACCESS LYNX, 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, and adhere to call center performance metrics. Provides accurate fixed route information utilizing LYNX Schedule book, service area maps, trip planning tools, and schedule brochures. Records accurate and detailed trip information. Uses scheduling software: schedules trip requests, geocodes locations, negotiates requested times, and researches trip information. Maintains up-to-date passenger records in customer database; 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 mail-out of information letters, rider’s 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 face-to-face or over the telephone.

Desired Qualifications:

Three years of experience performing face to face customer service duties and/or call center experience. 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 Willingness to learn new systems and software programs. Ability to handle multiple queues/tasks accurately and maintain professional and calm demeanor at all times Excellent customer service skills, listening skills, and typing skills. Time management and cash handling skills. Ability to work independently or as a team member Ability to communicate effectively in English, both orally and in writing. 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 work in a fast-paced and diverse environment.

 

Work Environment and Special Considerations:

Responds to the activation of the company’s emergency operation center by assisting in the coordination of transportation, as well as giving information to the general public during the emergency. LYNX provides the community with much needed public transportation, and it is important for the Agency to resume its services as quickly and as safely as possible in the event of any natural, technological, or human-caused emergency or disaster. This position is considered a mission critical member of LYNX’s emergency preparation and response efforts during an emergency or disaster and as such, may be asked to work during these emergencies or disasters.

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 rewarded with a competitive compensation package.

 

FREE employee only health insurance

Dental, vision, short-term and long-term 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 golynx.com/careers and select benefits.