Conducts self in an appropriate manner as a representative of RTD, working effectively in a diverse work environment.
Receives and responds in a timely manner to incoming calls from the public regarding inquiries, commendations, concerns, suggestions, policies, general information, trip planning and schedule request.
Provides courteous and accurate information to customers.
Enters information concerning complaints, suggestions or commendations into the RTD database for inter-departmental retrieval and access.
Researches and investigates each contact through use of reference material including bus headways, CCS screens, maps, District policy bulletins and other RTD personnel.
Analyzes customer inquires to determine proper course of action and responds in a timely manner with attention to detail.
Represents RTD at public and internal meetings. Gives presentations and provides information to participants.
Participates in a teamwork environment.
Assists RTD personnel as needed for promotional activities.
Conducts outreach customer service at various locations within the District.OTHER:
All other job-related duties as assigned.
History of satisfactory attendance.
Ability to maintain a high performance level of dependability and reliability as demonstrated in the past six (6) months by:
-No more than three (3) occurrences and three (3) tardies.
-No more than eighty (80) hours unscheduled work absences.
-Extenuating circumstances will be reviewed.
Customer service experience working in a high volume environment.
Demonstrated fluency in speaking Spanish.
Demonstrated ability to read Spanish.
Demonstrated ability to perform data entry by touch-typing.
Demonstrated ability to understand, research and analyze complex route and schedule information using and interpreting maps and other resource material.
Demonstrated telephone customer service experience communicating in a concise and courteous manner.
Demonstrated ability to relate tactfully and effectively to a wide variety of individuals.
Demonstrated working knowledge of computers including a PC and Windows programs.
Demonstrated ability to use effective judgment and decision making skills.
Ability to work independently with minimal supervision.
Good organization and prioritization skills with attention to detail.
Demonstrated effective written and oral communication skills.
Effective listening skills.
Demonstrated effective interpersonal skills
Demonstrated ability to work in diverse workforce
Ability to be flexible to work in a structured environment with various shifts. (Including split shifts, late evenings, weekends and holidays).