Lead Customer Service Associate

Summary

The Lead Customer Service Associate will perform activities in accordance with company standards to accomplish the overall organizational goals.  Responsibilities include providing excellent customer service, cash handling, safety awareness, on-time performance, cleanliness of terminal and buses and providing a stellar customer experience.  The Lead CSA will also serve as a mentor for other Customer Service Associates.

• Interacts and interfaces with customers by providing information and assistance.

• Oversees and assists in resolution of customer complaints.

• Acts as mentor for current CSAs, specifically for those working the ticket counters

• Coordinates activities and provides guidance to CSAs.

• Ensures CSAs adhere to company policies and procedures.  Coaches employees when necessary.

• Determines status of arriving buses and bus numbers. 

• Meets all late schedules in excess of published connecting times.

• Verifies ticket lines are clear before bus departs. 

• Assist drivers with boarding procedures.

• Helps Investigates tracing process issues.

• Assists management team with GPX accounting functions and cash controls.

• Performs other duties as assigned by City Manager.

  Experience/Skills

• Two (2) years of general knowledge of terminal, to include work experience as a Ticket Agent and/or Baggage Agent

• Cash handling experience

• Good problem solving and decision-making ability

• Excellent oral and written communications skills

• Basic math skills

• Bilingual candidates preferred based on local business needs

  Physical Requirements

• Ability to handle packages/bags weighing up to 100 lbs

• Office with heating and cooling

• Outdoors, not sheltered from the elements

• Ability to move about the office/terminal and between floors

• Utilize standard office equipment