NFTA Metro Bus and RailNFTA Metro Bus and RailBuffalo Niagara International AirportNiagara Falls International Airport

BILINGUAL-CUSTOMER CARE SPECIALIST


Title Description: MTC
Date Posted: 5/2/2018
Deadline: UNTIL FILLED
Job Number: 042-18-M
Branch: CUSTOMER RELATIONS
Hourly Rate: STARTING:$ 14.7154 FULL: $23.5498
Hours: MONDAY-FRIDAY AS ASSIGNED
Union Status: ATU LOCAL 1342

WORK OBJECTIVE:

This position involves utilizing a computerized telephone system to receive calls and computer programs to provide requested information regarding bus and rail routes, fares and schedules and customer comments. Performing clerical tasks as directed. Perform all of these duties in both Spanish and US English.

ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position. • Perform routine office tasks as directed and assist work associates in routine directions or instructions. • Translate information from Spanish speaking customers to US English in both written and verbal formats as required. • Answer computerized telephone system regarding personal inquiries concerning the company’s routes, fares and schedules. • Read and understand online computer maps, headway sheets, timetables and fare schedules. • Interview complainants to secure significant information and process complaints and commendations electronically. • Provide information relative to transportation service such as walking instructions, reroutes and other information when required. • Utilize work processing computer programs to include but not limited to tripplanner, Google maps, internet, AVL/GPS bus system and email. • Perform additional duties and tasks as required.

KNOWLEDGE, SKILLS and ABILITIES:

Prior work experience in the area of customer service and in a call center environment. Excellent verbal and written communication skills, knowledge of proper telephone techniques and effective problem solving skills. Proficient with basic computer skills and use of a keyboard. Knowledge of the Buffalo Niagara area and ability to read and understand online computer maps, headway sheets, timetables and fare schedules. Interact professionally, tactfully and effectively with the public and other department personnel. Demonstrated ability to perform work requiring skills, qualifications or experience comparable to that required for this job.

PHYSICAL REQUIREMENTS:

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and material of light weight (5-10 pounds)

ENVIRONMENTAL REQUIREMENTS:

Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.

MINIMUM QUALIFICATIONS:

Graduation from an accredited high school. One to three years in a call center environment. Ability to understand, speak and translate Spanish to English and English to Spanish both verbally and in writing. Obtain a passing grade on the required aptitude tests. Ability to type at least 25 words per minute. Tests includes Basic Math, Spanish Call Center Telephone Etiquette, Office Spelling and Grammar, Typing, Call Center Customer Service Scenario Test, and UB Spanish Assessment.

NOTE:

IN ACCORDANCE WITH FEDERAL REGULATION 49 CFR PARTS 653 & 654, THIS IS A “SAFETY SENSITIVE” POSITION, SUBJECT TO DRUG AND ALCOHOL TESTING. PARTICIPATION IN THE BLOODBORNE PATHOGEN PROGRAM IS REQUIRED.

OTHER:

The Niagara Frontier Transportation Authority is an Equal Opportunity Employer

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Niagara Frontier Transportation Authority
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Niagara Frontier Transportation Authority    |    181 Ellicott Street Buffalo, New York 14203    |    716-855-7300    |    TTY/Relay 711 or 800-662-1220TTY/Relay 711 or 800-662-1220
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