Description: 

The NeighborLink Service Representative (NSR) is primarily responsible for providing excellent customer service to internal and external LYNX customers. The NSR performs two-way radio communications with NeighborLink bus operators, receives customer requests for NeighborLink reservations, inquiries regarding all NeighborLink schedules, and provides schedule/routing for NeighborLink operations over the radio, telephone, and other forms of communication media. In addition, the NLR assists in ACCESS LYNX paratransit reservations and provides scheduling/routing for information for all modes of LYNX transit operations over the telephone, via mail, fax, Internet, and Language Line services.

This position is considered safety-sensitive and subject to the provisions of the Substance Abuse Program policy for Safety Sensitive Positions.

Essential Functions:

Works as part of the NeighborLink team in the Mobility Services department to provide excellent customer service. Primarily focuses on NeighborLink, but also assists with ACCESS LYNX, Fixed Route, LYMMO, Lost and Found, Customer Relations, Fares and Ticket information, and estimated time of arrival (ETA) services. Provides detailed service information to LYNX 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 adheres to NeighborLink service performance metrics. Provides accurate NeighborLink 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 pick up and drop off locations, and researches trip information. Maintains up-to-date passenger records in customer database daily; makes all necessary changes to important field entries during a customer call. Communicates regularly with NeighborLink operators via two-way radio and operations staff regarding scheduling and passenger issues. Promptly records cancellations and notifies appropriate Management or Supervision in cases of accidents and/or incidents. Radio communication functions include but are not limited to: conducting driver roll calls each morning and afternoon; monitoring trips and status of operators to coordinate and prioritize their assigned work; and supporting the closing out of customer manifests for each route at the end of each shift. Adheres to LYNX’s proper communication protocols and radio etiquette at all times.   Uses tracking software to record customer calls and concerns. Works closely with Mobility supervisors and transportation to ensure on-time performance is being met. Identifies areas of improvement; effectively communicates LYNX service changes; and maintains a good rapport with all stakeholders. Provides NeighborLink operators with information about customer notes and updates. Communicates with NeighborLink Supervisor, dispatching to needed locations to respond to routine requests or emergency situations. Keeps updated on all policy changes, procedures, detour memos, bulletins, and community service sheets. Maintains current knowledge of routes and locations to assure timely services and accurate information. Maintains regular attendance. Performs other duties as may be required or assigned.

 

 

Required Qualifications:

High school diploma or GED 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, call center, and/or two-way radio communications 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 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:

Must work one day per week (as assigned) on site at the Mobility Service Call Center. 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. Employees in this position must comply with all requirements of the Federal Transit Administration (FTA) regarding the testing of safety sensitive-employees. This position is considered safety-sensitive under FTA drug and alcohol regulations (49 CFR Part 655). 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.

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