Customer Service Representative I Paratransit

Customer Service Representative I

Under general supervision, the Customer Service Representative I is responsible for providing information in response to inquiries about paratransit services.

Examples Of Duties

• Answer customer complaints or questions related to service issues; interprets and explains departmental rules and regulations.
• Perform a wide variety of clerical duties utilizing a computer, various software, and/or office equipment.
• Maintain records, logs, and schedules of calls received to schedule trips, dispatch drivers, and process customer cancellations and no shows.
• Answer inquiries from paratransit riders and the public regarding the operations, procedures, and policies of paratransit programs.
• Respond to telephone and walk-in inquiries and provide information to paratransit riders and the public about other relevant transportation programs.
• Assist program staff members with conducting information meetings for paratransit riders and members of the public.
• Process and file schedules and reports.
• Assume the role as a Customer Service Representative II, as needed.

Minimum Qualifications

Qualifications (required):

• High School Diploma or G. E. D. (General Educational Development) equivalent.
• Minimum of one (1) year of customer service experience involving public contact.

Preferred:

• Experience working in a paratransit environment.

Supplemental Information

Evaluation Plan

• Computer Based Test: 30%
• Interview: 70%
• Evaluation of Training, Experience & Personal Qualifications: P/F

Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 points

LRD: 02/16/2024