Customer Services Technician

Job Description:

Customer Services Technician

Description

Marketing Statement

Ride BART to a satisfying career that lets you both: 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits, and employment stability. BART is looking for people who like to be challenged, work in a fast-paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.

Job Summary

DEFINITION
Under general supervision, performs the more difficult or specialized clerical office administrative support, cash handling and customer service responsibilities for the District’s Customer Services Department; may provide lead direction or training to a group of clerks at management's discretion; and performs related duties as assigned.

CLASS CHARACTERISTICS
This classification is the paraprofessional level within the clerical series, and is the bridge between the clerical support classes and the professional class series within the Customer Services Department. While the primary work is administrative/clerical in nature, positions in this class require substantial customer service and retail cash handling expertise and applies extensive knowledge of District policies and procedures. Additionally, incumbents assist and support the professional staff with assignments and projects on a regular basis and resolve problems which have a significant impact on the overall goals and activities of the department. This classification is distinguished from the Customer Services Clerk in the former provides the more difficult or specialized customer service work, and may provide lead direction to a group of clerks.

DEPARTMENT
Customer Service

PAY RATE
SEIU Office Technician Pay Band 36
Grade Step 76: $34.26 to Step 99: $44.78

REPORTS TO
Department Manager, Customer Services or designee

DAYS OFF

Saturday and Sunday

WHO MAY APPLY

All current BART employees

CURRENT ASSIGNMENT

This announcement will be used to establish a pool of eligible candidates for vacancies that may occur within the next six (6) months.

The Customer Service Technician will be responsible for providing direct Assistance to BART customers at the Customer Services Center in the Lake Merritt station, and for projecting a positive image of the District to customers and callers. Additionally, this position will provide administrative support to Customer Services management utilizing MS Office and other computer applications including the Lightspeed Point of Sale (POS) application.

The Incumbent will count and balance point of sale system cash drawers, credit sales receipts and ticket inventory, update Excel worksheets and prepare daily reports for Accounting. They will have accountability for the accuracy of sales/transaction receipts balancing, resolving balancing issues. cash handling, deposit preparation, and assist with the monthly inventory of items sold at the Customer Services Center.

Working with the Lightspeed POS system the incumbent will also assist with adding new items to inventory, removing discontinued items, and pulling data as needed about merchandise sales, payments, and inventory.

The incumbent may also be asked to help CSC staff prepare for periodic “popup shops” where Railgoods merchandise is sold at various locations in the Bay Area. This includes helping with development of an inventory list prior to the event, packing merchandise for the event and then helping to reconcile the inventory after the event.

As with other members of the CSC team, the incumbent will be asked to work popup retail locations throughout the year. Some of these events will take place during normal work hours while others may take place in the evening or on weekends. These events ask staff to provide assistance as necessary with tasks related to the pop-up shops.

The incumbent will provide assistance and coverage as a cashier using the Lightspeed point of sale system at the service windows. They will sell, load and issue all types of Clipper cards, sell transit passes and BART company store (Railgoods) merchandise, explain BART operations and policies, and respond to common customer complaints and questions, referring more complex customer issues to the Comments and Complaints line at BART Headquarters. They will also process interdepartmental charges that allow BART departments to acquire merchandise for their employees and/or for company events.

In addition, the incumbent processes applications for the Clipper Regional Transit Discount Card for seniors and persons with disabilities, handles Bike Locker lease payments and deposits, provides backup documents to Accounting and Treasury and performs related duties as assigned.

Selection Process
This is a SEIU Local 1021 Bargaining unit position. However, All SEIU members must follow the "Bid Form Process", failure to comply will invalidate an employee's application.

The selection process will include a screening for minimum qualifications as listed in this posting and may additionally involve a skills/performance test, written exam, and/or a panel interview. Outside applicants will not be considered until all employees who have applied have been considered first.

Application Process
This is a SEIU Local 1021 Bargaining unit position. However, all full-time SEIU District employees must follow the "Bid Form" process and deposit their bids in the bid box. Failure to comply may invalidate the employee's bid. As actual vacancies occur, District employees on the internal eligibility list will be considered before outside candidates.

External applicants may only apply online, at www.bart.gov/jobs. Applicants needing assistance with the online application process may receive additional information by calling (510) 464-6112.

The Employment Office will screen Bid form applications and resumes against the minimum qualifications. Those candidates who meet the minimum qualifications will be referred to the hiring department for further consideration. The selection process may involve a skills/performance test, written exam, and/or a panel interview. Outside applicants will not be considered until all employees who have applied have been considered first.

All applicants are asked to complete the application in full, indicating dates of employment, all positions held, hours worked, and a full description of duties. Online applicants are invited to electronically attach a resume to the application form to provide supplemental information, but should not consider the resume a substitute for the application form itself.

Examples of Duties

Provides administrative support to Customer Services Management by preparing and updating reports and communications, and performing other related duties using computer applications, such as Microsoft Office suite and point of sale systems.

Provides direct customer service assistance at the retail customer services window on BART related services, including sales, schedules, RTC and Bike Locker program at the retail Customer Services Center.
Performs ticket, Clipper Card, and company store point of sale transactions; counts and balances cash drawers and credit sales receipts with accountability for accuracy; maintains and reconciles ticket inventory transactions; prepares ticket sales and other reports for District management review; and performs inventory on BART company store items.
Explains BART operations and policies, and responds to common customer complaints and questions, referring more complex customer services issues to the Complaints Office.
Organizes and maintains various departmental files; types correspondence, reports, forms, and specialized documents from drafts, notes, or brief instructions, using various computer applications; proofreads and checks typed and other materials for accuracy, completeness, and compliance with departmental policies and regulations.
Enters and retrieves data from an on-line or personal computer system.
Attends to a variety of office administrative details such as ordering supplies, arranges for the repair of equipment, transmits information, keeps reference materials up-to-date; and requests maintenance (as needed).
May provide lead direction, training and work review to a group of clerks at management's discretion.
Organizes work, sets priorities and follows-up to ensure coordination and completion of assigned work.
Processes “Tickets by Mail” orders, regional transit, Clipper Card applications, and ticket exchanges, including ordering pre-encoded tickets, preparing tickets for Treasury pick-up; requesting checks from Accounting; and responding to email order requests.
Administers bicycle rental program including maintaining inventory of lockers and keys, processes applications and refunds; notifies customers of upcoming renewals; and reports maintenance problems.

Minimum Qualifications

Education
Possession of a high school diploma, GED or recognized equivalent.

Experience
Four (4) years of (full-time equivalent) verifiable general clerical or office assistant experience including at least two (2) years of customer services and retail or banking experience, which must have included point of sale transaction experience.

Other Requirements
Must be able to work off-hour shifts as required. Must be able to lift boxes weighing up to 50 lbs.

Knowledge and Skills

Knowledge of:

• Basic office practices and procedures, including filing, record keeping and the operation of standard office equipment.
• Correct English usage, including spelling, grammar, and punctuation.
• Basic business data processing principles and the use of spreadsheet and word processing applications.
• Business letter writing and the standard format for typed materials.
• Business arithmetic including compilation of basic statistical records.
• Customer services principles and practices.
• Basic methods of inventory or ticket control.

Skill/ Ability in:

• Developing and maintaining effective working relationships with those contacted in the course of the work.
• Understanding and carrying out oral and written directions.

• Maintaining accurate records and files.
• Making accurate arithmetic calculations.
• Performing detailed clerical work accurately.
• Maintaining attention to detail despite interruptions.
• Communicating tactfully and effectively with customers.
• Operating point of sale (POS) systems and equipment.

Working Conditions

Environmental Conditions:
Office environment; exposure to computer screens.

Physical Conditions:
Requires maintaining physical condition necessary for sitting, standing, or walking for prolonged periods of time.

Equal Employment Opportunity GroupBox1

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.

The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov .

Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov/jobs .

The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification.

Highlights

• Medical Coverage (or $350/month if opted out)
• Dental Coverage
• Vision Insurance (Basic and Enhanced Plans Available)
• Retirement Plan through the CA Public Employees’ Retirement System (CalPERS)
  • 2% @ 55 (Classic Members)
  • 2% @ 62 (PEPRA Members)
  • Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)

Money Purchase Pension Plan (in-lieu of participating in Social Security tax)

• 6.65% employer contribution up to annual maximum of $1,868.65

Deferred Compensation & Roth 457 Sick Leave Accruals (12 days per year) Vacation Accruals (3-6 weeks based on time worked w/ the District) Holidays: 10 observed holidays and 3 floating holidays Life Insurance w/ ability to obtain additional coverage Accidental Death and Dismemberment (AD&D) Insurance Survivor Benefits through BART Short-Term Disability Insurance Long-Term Disability Insurance Flexible Spending Accounts: Health and Dependent Care Commuter Benefits Free BART Passes for BART employees and eligible family members.

Closing Date/Time: 10/7/2024 11:59 PM Pacific

Salary:

$71,254.14 - $93,142.82 Annually