Division:Finance

Closing Date: Until Filled

Location: 1211 N. Marion St., Tampa, FL 33602

Hourly Pay Rate:$20.40 - $31.60

POSITION PURPOSE:

Receives and analyzes customer inquiries regarding all HART retail programs and provides optimum retail account information via telephone or in person. In addition, assists and represents HART at the Authority's customer service centers; oversees the sales, distribution and auditing of HART fare cards, smartcards and discount ID permit cards; distributes public information and transit schedules to community locations; and participates in community outreaches.

ESSENTIAL JOB FUNCTIONS:

• Performs the functions of the HART Customer Service Centers including the sale of fare cards, smartcards, discount identification cards and special program permits to assure the delivery of high-quality customer service. Receives and records calls of customer concerns concerning Flamingo Fares via Community Report Tracking Program or immediately rectifies the concern if possible.
• Reviews emails and adds the information into tracking system.
• Review Flamingo Fares website requests, inquiries and orders and assigns to appropriate personnel.
• Compiles and inputs information on the computer to facilitate sales analysis and record keeping to support the service development program and guide improvements to passenger amenities.
• Distributes and audits the sale of HART fare cards and smartcards from commissioned and non-commissioned sales outlets.
• Follows strict money-handling procedures to assure maintenance of an accurate cash drawer, sound reconciliation practices and accurate invoicing.
• Compiles and inputs information on the computer to facilitate sales analysis and record keeping to support the service development program and guide improvements to passenger amenities.
• Sells space in the University Transit Center parking lot for a monthly fee.
• Participates in activities involving direct contact with various community agencies, educational institutions, businesses and other public groups.
• Maintains inventory of office supplies and retail sales materials to assure efficiency at customer service centers.
• Assists with promotions and volunteer activities when necessary.
• Assists with the distribution and inventory of transit schedules and public information to community locations and HART facilities enhancing public awareness and understanding of transit services.

MARGINAL FUNCTIONS:

• Performs other work-related duties as assigned.

REQUIREMENTS:

Education and Experience:

• High School graduate or G.E.D. certificate.
• Minimum two (2) years of customer service experience”
• Bilingual (Spanish) a plus.

Machines, Tools, & Equipment Used:

• Computer, printer, calculator, typewriter, fax, copier and telephone.

Licenses/Certifications:

• Must be able to obtain a valid Florida Driver's License within 10 days of hire.

QUALIFICATIONS:

Knowledge, Skills and Abilities:

• Demonstrate outstanding customer care skills.
• Communicate clearly, courtesy and friendly.
• Excellent verbal, written and interpersonal skills.
• Ability to receive the public with considerable poise, tact, patience and courtesy.
• Ability to follow directives, work independently with minimal supervision, exercises sound professional judgement, and oversees project activities and achieves program objectives.
• Ability to interact positively with a variety of personalities internally and externally.
• Excellent command of the English language.
• Ability to work under stress and interruptions.
• Ability to accurately memorize and retain details.
• Ability to count and make change.
• Ability to perform calculations with accuracy.
• Ability to maintain strict confidentiality.
• Ability to read and interpret documents.
• Ability to meet attendance and punctuality requirements.
• Ability to be a flexible, effective team player.
• Ability to follow established safety and security procedures.
• Ability to work with MS Windows and MS Office (Word, Excel, Outlook and PowerPoint)

Physical Demands/Work Environment:

• Work is performed in a standard office environment.
• Ability to hear, see, speak, and perceive color, depth and texture.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
• May be exposed to potentially intimidating and/or unreceptive members of the public; may occasionally be exposed to dangerous machinery, extreme weather conditions, extreme noise and physical harm.

It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co-workers. HART employees are also responsible for:

• Adhering to stated policies and procedures relating to health and safety, security, and quality management.
• Recognizing and reporting all accidents and hazardous conditions.
• Assisting in the development of workplace safety procedures for their respective departments.
• Promoting workplace safety procedures within their department.
• Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

EEO Compliance: HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or other status protected by Federal or State law.

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.