City Of Detroit Detroit , MI 48222
Posted 2 weeks ago
Under immediate supervision, coordinates route and scheduling information requested by the public. Provides basic information about the Detroit Department of Transportation (DDOT) to callers. Receives comments, commendations and complaints or concerns from the public.
Examples of Duties
Provides general and specific information to the public on DDOT services.
Receives incoming phone calls from the public and offers scheduled bus times, trip planning, tracking of bus routes.
Analyzes possible route configurations utilizing computerized coach listings, maps, and street directories to determine most appropriate travel plan.
Manually enters complaints into a database from telephone calls, online complaints and customer feedback forms.
Uses several software applications to perform duties.
Prepares a variety of routine and special reports.
Refers callers to other community agencies when appropriate.
Refers callers to other transit agencies when traveling outside of DDOT's service area.
Works with the office of mobility to integrate services when appropriate.
Consults with appropriate department staff regarding scheduling concerns.
Compiles, records and notifies applicable staff of customers' complaints.
Processes customers' requests for transportation services.
Maintains listing of all accessible transit stops.
Maintains and compiles records and statistics.
Completion of a High School Diploma or G.E.D.
One (1) year of experience providing customer service in a call center.
Proficient in basic word processing.
Ability to write clear, concise sentences with basic grammar.
Knowledge, Skills, and Abilities
Knowledge of departmental rules, policies and transit operating practices.
Skill in listening and communicating tactfully.
Skill in accurately computing mathematical computations.
Skill in typing with speed and accuracy.
Ability to identify and resolve operational issues.
Ability to use and interpret street maps, directories, timetables and schedules.
Ability to compile, organize and maintain data.
Ability to operate a personal computer.
Licenses, Certifications, and Other Special Requirements:
Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.
SUBJECT AND WEIGHTS:
EVALUATION OF T.E.P. 30%
City Of Detroit