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Training is equivalent to high school graduation supplemented by 12 units of applicable college-level coursework.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},257028,1790470529,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":79,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":73},1374391975076,"https://ap-avatar.wpscdn.com/avatar/14000253ca4ec9f6853?x-image-process=image/resize,m_fixed,w_180,h_180&k=1783305029341752051","Ventura County Transportation Commission  \nJob Description  \nLead Customer Service Representative  \nDefinition  \nUnder general supervision, leads others, trains staff, and performs tasks in English and in Spanish by providing transit assistance and information, including fees, schedules, and routes to walk-in patrons, over the telephone, and via e-mail for Dial-a-Route (DAR), RideShare, Guaranteed Ride Home (GRH), Commuter Assistance, Service Authority for Freeway Emergencies (SAFE), Park ‘n’ Ride Lots, and Go Ventura Smartcard programs as well as train services for Amtrak and Metrolink; processes bus pass sales and recharge transactions, provides phone support to sales outlets for card replacements and authorizations; handles cash, checks, money orders, purchase orders, and credit card transactions and receipts; provides lead direction to other staff; and does related work as required.  \nDistinguishing Characteristics  \nThis single-position classification reporting to the Program Manager, GoVentura Smartcard has primary responsibility for providing direct assistance to customers in person and over the telephone. It is distinguished from the next higher level classification in that it performs the day-to-day customer service duties. It is distinguished from the next lower-level classification in that this provides training and lead direction to others.  \nTypical and Important Duties  \nDuties may include, but are not limited to, the following:  \n􀀁 Answers patrons’ questions regarding bus schedules, bus routes, Metrolink schedules, fares for county and city buses, bus pass information; assists patrons in reading and understanding schedules, routes, and navigating Go Ventura transit website for Dial-a-Route, Commuter Assistance, Guaranteed Ride Home, Park ‘n’Ride, disability programs, Amtrak, and Metrolink.  \n􀀁 Assists walk-in, over the telephone, through U.S. mail, or e-mail patrons with Smartcard bus pass sales/recharges; describes the bus pass program and products available for purchase.  \n􀀁 Assists riders in determining location of buses, and works with contractor to address missed passengers and connections for late buses.  \n􀀁 Provides referrals for lost and found and other issues requiring communication between patrons and transit contractors.  \n􀀁 Provides Smartcard sales support and card replacement authorizations for DAR office and sales outlets.  \n􀀁 Handles cash, checks, money orders, purchase orders, and credit-card transactions and receipts; oversees fare-instrument inventory according to policy; balances cash drawer; processes daily reports, identifies and corrects exceptions; inputs and  \nVentura County Transportation Commission  \nLead Customer Service Representative Job Description Page 2  \nreconciles daily transactions; maintains log files and accounts for all damaged/defective cards returned by sales outlets, logs and properly discards.  \n􀀁 Ensures adequate inventory of new bus pass cards; initializes, maintains log file and distributes cards to sales outlets.  \n􀀁 Receives and responds to complaints; routes more complex complaints to appropriate staff, VISTA manager, or dispatch staff; enters complaints in to data log for tracking and follow up; communicates regularly with vendor either in person, on the phone, or via e-mail to ensure resolution of complaints; answers on-line complaints, as appropriate.  \n􀀁 Processes tokens for purchase; counts tokens upon receipt, matching tokens to invoice numbers; processes VISTA tokens to private and public agencies to distribute to employees and clients.  \n􀀁 Performs daily and monthly reconciliations of a variety of programs, including Smartcard and Dial-a-Route sales.  \n􀀁 Proofreads revised bus schedules; maintains contact with providers and other transit groups to ensure exchange of information on schedules; monitors bus activity through NextBus program.  \n􀀁 Provides lead direction to subordinate customer service staff; oversees the day-today activities of the unit; handles","cbCaicHfjEB0ooWv","https://ap.wps.com/l/cbCaicHfjEB0ooWv","pdf",68087,"English","# Definition\n## Distinguishing Characteristics\n## Typical and Important Duties\n## Experience and Training\n## Job-Related Qualifications","[{\"question\":\"What customer services and programs does the Lead Customer Service Representative support?\",\"answer\":\"The role provides transit assistance and information for walk-in, telephone, and email support covering fees, schedules, and routes, including Dial-a-Route (DAR), RideShare, Guaranteed Ride Home (GRH), Commuter Assistance, SAFE, Park 'n' Ride, Go Ventura Smartcard, and services for Amtrak and Metrolink.\"},{\"question\":\"What responsibilities are involved in Smartcard and fare transactions?\",\"answer\":\"The position processes bus pass sales and recharges, supports card replacement authorizations, handles cash/check/money order/purchase order/credit card transactions and receipts, oversees fare-instrument inventory, balances the cash drawer, processes daily reports, and maintains logs for damaged or defective cards.\"},{\"question\":\"What experience and training are required for this position?\",\"answer\":\"A qualifying combination includes three years of customer service with at least six months at a lead or equivalent level, and fluency in speaking and writing both Spanish and English (multilingual abilities desired). Training is equivalent to high school graduation supplemented by 12 units of applicable college-level coursework.\"}]","Lead Customer Service Representative - Job Description | PDF",1789310704]