JOB SUMMARY
The Customer Service Representative (CSR) II plays a key role in enhancing customer engagement and improving passenger
experience. This position focuses on delivering exceptional service and accurate transit information to passengers and stakeholders.
The CSR II also engages in bilingual (English/Spanish) community outreach, assists the Customer Service team, and supports in transit related special projects such as marketing campaigns and public information efforts. Additionally, the CSR II promotes the agency’s
mission, brand vision, and values by participating in community events and supporting the Customer Service and Community Relations
Supervisor as needed.
ESSENTIAL FUNCTIONS
Communicate clearly and effectively both verbally and in written form. Provide excellent customer service by providing information
in a clear, accurate, courteous, and professional manner. Provide information to the public via phone, internet, person-to person, TDD
Machine and relay calls in a clear, accurate, and effective manner. Sell bus passes/ticket books, process and balance fare sales, and
audit credit card and cash transactions. Utilize specialized equipment including ticketing machines, cash registers, and photo
identification printers. Process incoming and outgoing mail, and delivery of interoffice mail. Receive and maintain records of lost and
found items. Receive customer complaints and compliments and address complaints in a sensitive and tactful manner. Record
customer compliments and complaints and route them to the appropriate MST staff member. Maintain confidentiality of materials,
records, files, and other privileged information using tact and discretion. Process Courtesy Cards for customers with disabilities,
veterans, and seniors. Provide information to customers submitting RIDES applications. Provide assistance with processing and
printing MST-issued identification cards for mobility programs. Establish and maintain effective working relationships within the
Customer Service department and with other departments, agencies, suppliers, vendors, and the public. Monitor and verify the
accuracy of on-street schedule displays. Maintain and update customer mailing lists and support the distribution of marketing
materials and surveys. Provide accurate bilingual (English/Spanish) interpretation for customer interactions, at public events, agency
and public meetings, and be the main point of contact for translation of agency marketing and/or communication materials. Provide
in-person customer service support as needed at transit center windows. Under the direction of the Customer Service and Community
Relations Supervisor, coordinate, support, and participate in community outreach initiatives and campaigns, including public events,
sponsorships, and promotional activities. Contributes to the development and execution of special projects related to marketing,
promotional campaigns, and community engagement. Perform other duties as assigned.
REQUIRED KNOWLEDG, SKILLS and ABILITIES
A strong understanding of transit services, effective verbal and written communication skills, and full professional bilingual fluency
(verbal and written) in English and Spanish.
MINIMUM QUALIFICATIONS & REQUIREMENTS
Education and experience equivalent to completion of high school and a minimum of two years of customer service or community
outreach experience. Alternatively, any combination of education and experience that provides the desirable knowledge, skills and
abilities.
FILING
The minimum qualifications as stated in this job announcement represent only the basic requirements of the position. Meeting the
minimum qualifications does not guarantee that a candidate will be invited to participate in other segments of the selection process.
Applications received after the deadline may be reviewed and kept on file for up to six months for future consideration. Applications
may be obtained from our Administrative Offices, 19 Upper Ragsdale Drive, Suite 200, Monterey, the Salinas Transit Center, 110 Salinas Street, Salinas, the Marina Transit Exchange, 280 Reservation Road, Marina, CA: or by visiting MST online at http://www.mst.org. A Department of Motor Vehicle (DMV) printout, Form K-4, dated within 30 days, must be submitted with the completed application. Resumes will not be accepted in lieu of a completed application. Applicants who have resided in California less than five (5) years must obtain a copy of their driving record from their previous state of residence. Applications received without the appropriate DMV printout will not be considered. SUBMIT COMPLETED APPLICATIONS TO: Monterey-Salinas Transit, Attn. Human Resources, 19 Upper Ragsdale Drive, Suite 200, Monterey, CA 93940.
ADA
Candidates who qualify under protection of the Americans with Disabilities Act and require a reasonable accommodation for applicant
testing and/or examination, should notify the MST Human Resources at least one week prior to being scheduled for assessment.
Monterey-Salinas Transit values diversity in the workplace and is an Equal Opportunity Employer