Call Center Trip Planning Rep - (Bilingual English / Spanish)

Job Description

Are you always on track -- even when others commonly get lost? Do people always depend on you for directions? Do you know the MTS bus and trolley system like the back of your hand? Are you a customer service ace? Are you looking for a fulltime position with health and welfare benefits for yourself and your dependents? The Information and Trip Planning Clerk (Call Center Rep) position may be your calling!

Under direction of the MTS Information & Trip Planning Supervisor, the Information and Trip Planning Clerk is responsible for providing accurate system information, trip planning and service information to the public primarily via telephone, but also in-person and through other electronic mediums. Essential duties include, but are not limited to, the following:

EXAMPLE OF DUTIES:

Essential Functions

• Carefully ascertains each customers' travel needs and system inquiries.
• Checks for the best possible routing for the travel needs and schedules and trip plans for each individual passenger, giving times of departure/arrival from the nearest pick up location to the ultimate destination.
• Using MTS trip planning tools, provides customers additional helpful information, such as fare structure, transfer points and landmarks.
• Delivers accurate and up-to-date information in an articulate, courteous and professional manner to all customers.
• Represents MTS and public transit at community outreach events in a positive and professional manner.
• Is the public point of contact for lost and found calls, verifying items through the CRM database, communicating with driver's through the OrbCAD system, and directing customers to the correct agency/location for confirmation and or pick up.
• Records customer complaints.
• Provides receptionist relief.

Duties May Include, But Are Not Limited To, The Following:

• Performs other duties as assigned.

QUALIFICATIONS:

Knowledge, Skills and Abilities

Knowledge of the County of San Diego; ability to read maps (both electronic and print); ability to read and follow transit timetables; ability to accurately provide information to the public; ability to learn and effectively apply service information with respect to MTS, including contracted operations; ability to speak clearly, distinctly, and effectively in person-to-person or small group situations using tact and diplomacy; ability to establish and maintain priorities in order to complete assignments by deadlines without detailed instructions; and skill in verifying the accuracy and completeness of forms and reports; possess excellent customer-service skills; working knowledge of computers, skill with Microsoft Office Suite and Google Transit is preferred, as well as the ability to learn and use other software that MTS might have or acquire; ability to effectively communicate in both English and Spanish (preferred); knowledge of or ability to learn MTS policies and regulations; and the ability to read, understand, and apply MTS policies and regulations.

Physical Requirements

Must be 18 years of age or older. The successful candidate must be able to fulfill the physical demands of the job such as walking, stooping, sitting, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds). Must be able operate a motor vehicle and perform tasks involving manual dexterity, such as use of a computer and 10-key. Work may at times require irregular hours to perform the essential duties of the position; therefore, the successful candidate must have the ability to work varied weekday, weekend and holiday hours. Duties will be performed primarily in an office type environment. May require travel to external agencies or locations.

Experience/Education/Certificates/License(s)

Must possess a high school diploma or GED. Must possess and maintain a valid California driver's license.

GENERAL:

Must satisfactorily pass all applicable examinations including, but not limited to, a pre-employment physical, drug screen and background check.

MTS offers competitive benefits including, but not limited to, health, dental, and vision for you and your family, vacation and sick time, retirement plans, and wellness programs.

Here are some additional perks & benefits!

• Incremental pay increases
• Employer paid holidays (up to 12 per year)
• FREE transit pass for you and your family
• Gym membership reimbursement
• Walk, run and/or bike event reimbursement
• Employer paid bereavement leave and jury duty
• Employer paid uniforms
• Paid company training & development opportunities
• & much, much more!