Information Field Representative

General Description Of Work

Performs sales transactions and maintains financial paperwork and electronic records pertaining to the sales. Processes customer IDs and maintains records per policy. Receives and distributes Lost and Found articles according to policy and maintains electronic records of all articles processed. Answers customer inquiries regarding departures, arrivals, stops, destinations of scheduled buses, fares and general questions concerning transportation services and policies.

Essential Functions

• Works to enhance a favorable image of VIA by answering customer inquiries promptly and accurately, ensuring all fare media is available for purchase and dealing with customers and agency representatives in a pleasant, patient, and professional manner.
• Responsible for having a thorough knowledge of VIA’s policies, bus routes and schedule information.
• Responsible for the collection of monies, for VIA fare media sales and program fees.
• Responsible for the completion and accuracy of all financial paperwork/electronic files associated with sales and program fees.
• Responsible for processing and issuing VIA issued ID and school cards.
• Responsible for ensuring program rules and guidelines for VIA issued IDs are enforced.
• Responsible for processing and issuing smartcards to customers based on policy guidelines.
• Responsible for assisting customers with smartcard fare media, purchases and inquiries.
• Responsible for maintaining and updating smartcard records pertaining to customers and sales.
• Interacts with internal/external customers and agency representatives to develop specialized trip itineraries and complete sale transactions.
• Maintains updated inventory of VIA’s fare media, published informational materials, and advertisement and supplies needed to perform the job.
• Receives, tags, processes and maintains computerized records of all lost and found articles.
• Receives and forwards customer concerns for processing and resolution via comment card.
• Assists department in answering incoming calls pertaining to VIA’s services and policies.
• Assists in the training and development of new Information Field Representatives.
• Assists with sales and information inquiries pertaining to Special Event services.
• Assists customers with various fare options, including goMobile and goCard programs.
• Provides maps, brochures, schedules, and all VIA sponsored program applications to our customers.
• Must be able and willing to work at various work locations.
• Performs related work as required.
  
  

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

Education And Experience

High school education or equivalent plus additional business school, college or training courses, and at least one-year customer service and sales experience, or an equivalent combination of education and experience.

Additional Requirements

• Must learn and be able to use Info Agent and COM software from Trapeze, Google Transit, and other trip generating software.
• Must learn various software and be able to assist customers with goMobile, goCard, TVM, and other fare purchase options.
• Must learn and use AVL and Swiftly software to assist customers with route schedule adherence and detours.
• Performs all essential functions of the Full/Part time Information Operator as needed.
• Valid Texas driver’s license and good driving record is preferred.
• Must be customer service oriented.
• Must adhere to all VIA’s and departmental policies, rules, and guidelines.
• Must have basic understanding of PC-based operating system.
• Must communicate effectively with the public and keep composure under stress.
• Must have general PC skills and knowledge of various company software applications.
• Must have above average verbal communication skills including clear voice, proper inflection, and a pleasant/congenial personality in order to convey a professional image to the general public.
• Must have mathematical skills to perform basic and financial calculations.
• Must anticipate and recognize inaccurate or inconsistent information and ask follow-up questions to clarify and verify customers’ travel needs.
• Must work cooperatively with a diverse group of customers and employees.
• Must work independently and use good judgment to make decisions that could have significant impact on our customer trip completion and satisfaction.
• Must have thorough knowledge and understanding of military and APX time.
• Must be able to read semi-complex materials such as reports, reference manuals and instructions plus the ability to discern colors of maps, headway sheets and other electronic or hardcopy informational material vital to providing customer information.
• Must have thorough knowledge of VIA services, policies, and bus routes.
• Bilingual (English/Spanish) preferred.
• Must maintain good work attendance.
• Safety Accountability Statement:
• - Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.
• - Demonstrate a professional commitment to assure compliance with all organizational policies, practices and programs; related to safety, health, and system security.
• - Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.
• - Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.
• Must support VIA’s EEO and Diversity Program
  

Physical Requirements

• Must be physically able to be mobile, bend, stoop, stand, reach, and occasionally lift objects weighing 5-25 pounds such as files, supplies, large reference books, and lost articles.
• Must be able to sit and/or stand for long periods of time.
  
  

Work Environment

• Works within ticket window environment, accessible by the public.
• Works at various off-site ticket window locations.
• Requires evening, weekdays, weekends, holidays, and various work shifts including split shifts.
  
  

VIA Metropolitan Transit is an Equal Opportunity/Affirmative Action Employer.

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