Customer Service Lead

Position Description

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Position Title: Idling Lead CSA FLSA Classification: Non-exempt
Department: Customer Service Location: Washington, DC Union Station
Completed By: Human Resources Date: June 2022

Title of this Position’s Supervisor: City Manager

Job Title(s) of Employees that Directly Report to this Position:
Total Number of Employees (direct or through subordinates) Supervised by this Position:

Job Purpose or Scope: 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, ease of use, cleanliness of terminal and buses and pleasant experience. The Lead CSA will also serve as a mentor for other Customer Service Associates.

Major
Responsibilities:
List in order of
importance 1) Employee will be expected to complete and submit an idling report daily.
2) Assist with tracking On-Time Performance.

3) Complete Bus Cleanliness/Driver outbound inspection Engagements.
4) Interacts and interfaces with customers by providing information and assistance.
5) Assist with communicating safety and Company’s agendas to drivers.
6) Performs other duties as assigned by City Manager.

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Position Description

Describe level of decision making and list examples of common decisions made:

Minimum Education & Certifications Required: High school diploma or equivalent required

Experience & Skills Required:  Two (2) years of general knowledge of terminal, to include work experience as a Ticket Agent and/or Baggage Agent
 TRIPS
 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 & Working Conditions (include amount of travel):  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

List any additional measures applicable to this position (Revenue, Headcount, # of buses; Budgets $ etc.):

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.