Customer Service Specialist

About the Organization Welcome to HRDC, where you'll find us working to improve our neighbors' lives by building a better community in Bozeman, Livingston and Southwest Montana. We invite you to become part of our HRDC family whether you need help or are able to provide help.We believe in building a better community through supporting our neighbors across Southwest Montana with nearly 50 different programming initiatives.We believe every life has value.HRDC exists to instill hope, develop resources, design solutions, and change lives.We envision a place where poverty has no impact because opportunity and quality of life are equally afforded to everyone.

EOE Statement HRDC does not discriminate against any person including customers, employees, and applicants for employment on the basis of race, religion, national origin, sex, age, physical or mental disability, gender identity, reprisal, and where applicable, marital status, familial or parental status, sexual orientation, political ideas and beliefs, level of English skills, if all or part of an individual’s income is derived from any public assistance program, or protected genetic information in employment or in any program or activity conducted or funded by HRDC, in the performance of contracts and the delivery of services or funding. Not all prohibited bases will apply to all programs and/or employment activities.

All are encouraged to apply. At HRDC IX , we value lived experience and nontraditional backgrounds. Studies have shown that women, nonbinary individuals, and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications described in a job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for the role.

Open Date 8/29/2024

Full-Time/Part-Time Full-Time

Exempt/Non-Exempt Non-Exempt

Location Galavan

Description

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Job Opening Date:August 29, 2024

Job Closing Date:Open until filled, screening begins immediately

Job Status:This is a full-time hourly position (non-exempt). Some evening and weekend availability a plus.

Wage:$23.00/hour

Description of Duties Performed

General Summary of Purpose of this Position:

The Transportation Customer Service Specialist works under the supervision of the Transportation Director and is responsible for support and assistance in duties related to the overall program operations. Perform a variety of office setting duties on a daily basis while ensuring office is open and operational during regular office hours. Responsibilities include assisting the Director in the performance of duties for program compliance with governmental and legislative requirements. Performs clerical functions including data entry, paperwork completion, file management, and minimal reception duties. Communication is conducted through a variety of methods with co-workers, customers, and the public to address various program requirements and issues. The position performs other duties as assigned.

Specific Duties and Responsibilities:

Duty Statements: This position has the following duties and responsibilities. The percentage at the end of each statement is an estimate of the percentage of time spent on each duty. This listing does not include minor duties which constitute less than 5% of the position’s time, unless such duties are significantly important or critical to the success of the position. Each of the duties listed below is considered an essential function of this job. (Essential functions are those functions that the employee must be able to perform unaided or with the assistance of a reasonable accommodation. Regular and predictable work schedule and attendance are considered essential functions).

Primary Job Duties and Responsibilities: Ranked in order of importance; % time spend performing that job duty is listed

Program Operations (20%)

• Answers incoming calls courteously, schedules rides, and answer questions;

• Assist with maintaining rider logs and route buses for the next day;

• Consistent/frequent two-way radio communication with drivers;

• Enter data from Daily Vehicle Inspection Report (DVIR) as needed;

• Ensure the accuracy of passenger counts and Daily Vehicle Inspection Reports (DVIR)

• Enters data from rider logs as needed;

• Performs reporting functions as needed;

• Assist with management and maintenance of operational/proprietary software and equipment for Streamline and Galavan including updates, troubleshooting, equipment replacement, and/or driver trainings;

• Maintains familiarity with Streamline Bus Schedule to provide accurate information to the public

• Coordinate with Dispatch and customer service functions, ensuring efficient, cost-effective, and customer oriented delivery of transit services to the community;

Dispatch Assistance (45%)

• Serve as a back-up to the main(lead) Dispatcher;

• Assist Dispatcher with daily Galavan schedule development;

• Operates telephone system to determine nature of business, schedule rides, and/or assist with Streamline schedule and bus stop questions and/or routes to appropriate personnel (when necessary);

• Performs tasks which ensure the smooth running of the office setting for all staff and customers;

• Assist with opening and/or closing procedures of the Transportation Office;

• Assist with maintenance of all office equipment, assists users, and retrieves and routes incoming faxes;

• Schedules office equipment maintenance and repair;

• Maintains cleanliness of office spaces and storage areas;

• Orders, receives and maintains office supplies and following established HRDC procedures;

• Maintains and updates program forms;

• Creates and prints fax cover sheets, memos, correspondence, reports and other documents as needed; Performs other clerical duties such as filing, photocopying and collating;

• Generates reports for the Director as required;

• Performs other data entry duties as needed; tracks and maintains data system;

• Tracks incoming cash in accordance with established HRDC procedures; Responsible for daily receipts.

Fleet and Asset Coordination (20%)

• Assist and track scheduled maintenance and repairs, preventative maintenance and coordination of subcontractor contractors;

• Monitors and assist with preventative maintenance program including the cleanliness of the buses (inside and out) ;

• Assist with a complete inventory system through record keeping of each vehicle, equipment, fuel, parts, supplies, etc.;

• Examine reports (DVIR/mileage, costs, etc.) for accuracy on each vehicle

• Ensure vehicle supplies, insurance cards, and vehicle registration forms are up to date and renewed in a timely manner;

• Assist with bus stop and passenger shelter maintenance for safety and cleanliness;

• Assist with coordination of volunteer program to ensure Streamline passenger amenities are maintained as a clean, welcoming environment and/or other volunteer opportunities;

• Assist with new bus purchases and replacement plan

• Participate in staff recruitment, training, and development

Communication (15%)

• Communicates both personally and impersonally, through oral or written directives and reports, with all involved parties;

• Interacts and communicates with customers, the public, and co-workers;

• Update customers of Streamline changes, detours, and/or route deviation as needed;

• Maintains a spirit of cooperation and understanding among work group members;

• Maintains positive, professional relationship with community and other programs;

• Attends appropriate meeting, workshops, trainings, and conferences as directed;

• Monitor general email for Galavan and Streamline and respond in a timely manner (as needed)

Knowledge Skills and Abilities

Language Skills:

• Read and comprehend instructions and present information to others

• Read, interpret, and write routine reports and correspondence

• Interpret and write general business documents or technical procedures

• Communicate effectively both personally and impersonally, both orally and in writing

• Ability to analyze and interpret complex and sensitive information

Mathematical/ Money Handling Skills:

• Basic counting skills

• Add, subtract, multiply and divide simple numbers.

• Handle small amounts of cash receipts (Galavan)

• Calculate rate, ratio, and percentages

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form;

• Ability to apply principles of logical thinking to a wide range of intellectual and practical problems;

• Ability to deal with problems involving several concrete variables in standardized situations;

• Ability to define problems, collect data/information, establish facts, and draw valid conclusions

Computer Skills:

• Words per minute on computer keyboard required: Demonstrate proficiency

• 10-key calculator strokes per minute required: Demonstrate proficiency

Specialized Office Equipment:

• Operate scanner/fax machine/copier to send and receive data/forms

• Operate 10-key calculator to add, subtract, divide or multiple numbers

• Operate multi-line telephone to place, receive or transfer calls or to retrieve voice mail messages

• Operate two-way radio to communicate with bus drivers

Computer Software and Operating Systems:

• Operate computer with Windows operating system to start programs, input, format and edit data files and print or transmit data

• Utilize computer Word Processing to input, format and edit documents and save, print or transmit documents

• Utilize compute spread sheet programs (Excel) to input, format, and edit documents and save, print, or transmit documents

• Utilize computer internet/e-mail/databases to access, send, retrieve, save, print, or transmit documents, or data files

• Utilize proprietary, custom, or online programs or databases to input, format and edit data and save, print or transmit data. Specify Software: RouteMatch, Samsara, and others

Specialized Tools (Non-Computer):

• Two-Way Radio

Agency, professional or Governmental Policies and Regulations:

• State or federal regulations or laws (List by name): U.S. and Montana Department of Transportation (DOT) & Federal Transit Administration (FTA) rules and regulations.

• Agency policies or procedures (List by name): All HRDC policies and procedures.

• Specialized professional or industry guidelines/standards: Public Transportation

Drivers Licenses Required for Performing this Position:

• Montana class D driver license and appropriate insurance

Professional Licenses or Certifications Required by Law, Rule or Regulation for Performing this Position:

• Pre-hire, random, post-accident, and/or reasonable suspicion alcohol and/or drug testing required

Other Required Knowledge, Skills or Abilities:

• Ability to effectively work and communicate with a wide range of individuals from all socio-economic groups as well as individuals with varied cognitive skills;

• Ability to read, interpret and implement documents such as governmental regulations, rules, and procedure manuals;

• Ability work with minimal supervision and effectively manage work flow;

• Ability to respond effectively to the most sensitive inquiries or complaints from customers or claimants;

• The incumbent must be able to perform multiple tasks simultaneously while responding to the telephone, two-way radio, walk-in customers, and Galavan drivers;

• Must be able to work under time and/or deadline;

• Strong interpersonal and communications skills;

• Exhibit self-motivation, high energy level, high level of organization and efficiency;

• Demonstrate ability to make appropriate programmatic decisions;

• Effectively establishes and maintains positive working relationships with program participants. other team members, and other HRDC staff;

• Ability to effectively disseminate information about program offerings;

• Demonstrated ability to carry out several tasks simultaneously and to organize time to meet established deadlines

Other (Specify):

• Demonstrated organizational skills

• Demonstrated positive interpersonal and communication skills

• Must be bondable

Essential Physical, Mental and Emotional Requirements of this Position:

The following physical, mental and emotional abilities are considered essential to perform the duties listed above:

• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

• The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds

• The incumbent must be able to perform multiple tasks simultaneously while responding to the telephone, two-way radio, walk-in customers, and Galavan drivers.

• Must be able to work under time and/or deadline pressures.

Education and Experience

Education:The following course(s) of study or class work usually provides the required knowledge, skills and abilities to perform the duties of this position:

• Graduation from high school or GED is required.

Experience:The following kinds of experience usually provide the required knowledge skills, and abilities to perform the duties of this position:

• Knowledge of local geographical is required;

• Previous office experience in a fast paced work envirnonment, communications and/or dispatching is preferred.

Section III – Supervision

Supervision Received:

• This position operates under general supervision of the Transportation Director. The incumbent’s work is primarily assigned by daily workflow and operations.

• The incumbent is authorized to make decisions as to the timing and sequence of work and the work is performed according to established policies and procedures and/or within applicable laws, rules and regulations governing the tasks being performed.

This position supervises the following position(s):

• This position has no direct supervisory responsibility.

Section IV – Decisions

Impact of decisions and errors made by this Position:

• Decisions, final recommendations and/or errors also affect other employees in the work unit or program that this position is assigned to

Judgment Required to Make Decisions:

• Requires considerable judgment to address problems that require interpretation and application of established administrative and operational program policy to day to day situations in a timely and accurate manner;

• Requires considerable judgment to work out programs and approaches to major problems in the application of broader aspects of established practices to problems and situations not falling clearly or concisely within the limitations of accepted standards or precedents.

Exception Authority:

• This position cannot authorize exceptions to program policy or procedure.

Section V – Financial Responsibility

This position is accountable for the following company money, funds, and budgets:

• Collects and log rider fee/contributions on a daily basis;

• Responsible for daily receipts/double count with drivers;

Section VI – Personal Contacts

The incumbent is responsible for the following personal contacts (either in oral or written form) when performing the duties and responsibilities of the position:

• Daily contact and interaction with co-workers and the public;

• Daily interaction with program Director, Streamline contractor staff, and Galavan co-workers;

• Interacts with representatives of other service providers several times a year;

• Interacts with funding agencies, governmental compliance agencies, or auditors to provide information or exchange facts

Confidentiality:

• The incumbent regularly works with confidential and client data, which if disclosed, may be detrimental to agency/client interests. Release of such information may also violate disclosure laws.

Section VII - Working Conditions

• The incumbent works primarily in a temperature controlled office environment.

This position is currently accepting applications.