Provisional Customer Service Representative - Santa Cruz METRO : Job Details

Salary Range: $24.34 - $34.17 It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business Bilingual candidates strongly encouraged! This position's regular work schedule will include both Santa Cruz & Watsonville Transit Centers, as well as locations throughout the County for special events. Provisional appointments are for a defined term longer than six months but not to exceed two years. *There will be an upcoming wage range increase for this position.* DEFINITION: Under general supervision, a Customer Service Representative performs clerical and customer service work related to the provision of information and assistance regarding transit services to customers; participates in transit-related special projects, which may include marketing, public information, and community outreach activities; and performs related work as required. DISTINGUISHING CHARACTERISTICS: Customer Service Representative is the journey level class in the series. An incumbent in this class performs a variety of customer service functions in a call center or information booth and assists with outreach and public relations functions, as assigned. This class may be distinguished from the higher-level class of Senior Customer Service Representative because an incumbent in the latter class serves as an advanced- lead worker over subordinate customer service staff. EXAMPLES OF DUTIES AND RESPONSIBILITIES: The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

• Performs a variety of sales and cashiering activities using print encoding media (PEMs) and/or selling transit tickets, passes, and coupons; operates a cash register and performs credit card transactions; receives applications, takes photographs of customers for purposes of creating identification badges; reconciles booth sales.
• Provides information to the public regarding transit services, including the location of bus stops, routes, detours, fares, transfers, and policies; responds to questions and explains different fare media to customers, photo identification, lost and found, and bus schedule publication and distribution.
• Provides general Paratransit service information; processes in-person and online paratransit diminishing balance orders and applies funds to customer accounts
• Receives and answers public information requests; receives and inputs compliments, complaints, and service improvement suggestions into the customer service database.
• Assists the Communications & Marketing Department by participating in outreach, public relations, and marketing activities and represents Santa Cruz METRO at special events as assigned;; performs data collection from various sources such as interviews with riders, onboard surveys, community partners, and employees as assigned.
• Instructs customers on METRO's customer-facing applications, such as paratransit reservations, fare purchases and pass management, trip planning, real-time applications, customer loyalty, parking, and other related applications
• Monitors and reports on condition and accuracy of customer facing marketing and promotional materials and other posted METRO flyers, policies at METRO facilities; posts and removes materials as directed Performs assigned duties utilizing revenue, ticketing systems, and equipment, following department procedures.
• Supports preparation of Santa Cruz METRO tickets and passes for ticket agents, vendors, or community partners, including activating bulk quantity media and collecting any related payment
• Maintains various records and information related to ticket and pass sales including sales reports, deposit slips, receipts, invoices, and other documents
• May assist with Paratransit reservations as needed.
• Establish and maintain effective working relationships within the department, other internal divisions, and external agencies, supplies, vendors, and the public.
• Operates standard office equipment; utilizes computer software in performing job tasks.
• Operates a cash register and photography equipment
• Drive a Santa Cruz METRO vehicle to perform assignments
• Performs related work as required

EMPLOYMENT STANDARDS: Knowledge of:

• Modern office practices, procedures, and equipment, including multi-line telephone systems.
• Applicable Federal, State, and local laws and regulations pertaining to Department of Transportation regulations and policies governing Americans with Disabilities Act (ADA) Fixed Route and Paratransit service.
• Regulations, policies, and procedures affecting Santa Cruz METRO customers.
• Specialized scheduling software.
• Local and regional transportation services.
• Principles and methods of currency counting and cash record-keeping.
• Effective customer service techniques.
• Public speaking techniques.
• Basic mathematics, including percentages and basic statistics.
• Telephone techniques and etiquette.
• The effective use of modern office equipment, personal computers, and standard business software.

Ability to:

• Provide information to the public in a clear, accurate, and effective manner.
• Count and record currency and passenger fare receipts accurately and safely, in accordance with established procedures.
• Demonstrate excellent public relations skills, obtaining and providing information in a clear, accurate and professional manner.
• Communicate detailed information about local and regional transit systems, including routes and schedules.
• Address customer complaints in a sensitive and tactful manner.
• Assist the Communications & Marketing Department with outreach events, as assigned.
• Maintain a calm demeanor in stressful situations.
• Maintain confidentiality of materials, records, files and other privileged information using tact and discretion.
• Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned.
• Drive a Santa Cruz METRO vehicle to perform assignments as required.
• Utilize specialized equipment such as ticketing machines, cash registers, and photo identification printers.
• Communicate clearly and effectively in both oral and written form.
• Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.
• Ability to handle conflict resolutions and mediate solutions.

MINIMUM QUALIFICATIONS: Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Education, Training, and Experience: Two (2) years of progressively responsible customer service experience in a call center or telephone sales environment. Experience processing cash transactions is desirable. Fluency in English and Spanish is desirable. LICENSES AND CERTIFICATES: A valid California Driver's License will be required at the time of appointment and throughout employment. Must be able to obtain and maintain a current, valid California Class C Driver's License. PHYSICAL AND MENTAL DEMANDS: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear, and use a keyboard. Work often requires the repetitive use of both hands to grasp and feel objects; stooping at the waist, and standing. Work may require lifting up to 20 pounds unaided. Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. Mental Demands While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work. Work Environment: The employee may work in a standard office, call center or information booth environment where the noise level is usually moderate. May work in the field when needed. OTHER CONDITIONS OF EMPLOYMENT:

• Must pass a requisite background check.
• May occasionally work extended hours or hours outside of the regular schedule.

*Adopted: 12-11-18 *BOD Approved: 06-27-25 *Revised: 01-14-25 *Job Family: Customer Service *Job Series: Customer Service *Job Series Level: Journey Confidential: No If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!