Customer Care Agent
**Although there is a salary range for this position, the candidate hired into this position will be hired at the bottom of the salary range.**
This recruitment is limited to the first 100 completed employment applications. Once that number of applications is reached, this recruitment will close without notice. This recruitment will be used to establish an open competitive and promotional eligibility list that may be used to fill this vacancy and vacancies occurring in this classification for a minimum period of six (6) months. All communication with applicants will be via email. Applicants must provide a current and valid email address when applying.
RTC Department of Human Resources determines whether or not you meet the minimum qualifications for the job based on your experience as you describe it on your application. Do not substitute a resume for your application, or write "See Attached Resume" on your application. We do not review resumes, unless specifically stated on the job announcement. Qualifying education and experience must be clearly documented in the "Education and Work Experience" section of the application. Applicants not meeting these requirements will not be considered for employment.
Provides information and assistance to RTC customers requiring comprehensive knowledge of operations, methods and processes of the work unit.
FLSA STATUS: Non-Exempt
Working Conditions: May work shifts on days, evenings, weekends, and holidays. Work from home is available once probation period has been completed.
Education and Work Experience: Equivalent to a High School diploma/GED and minimum one-year experience in an office, retail, or customer service environment.
Preference may be given to candidates who are bilingual.
Background Investigation: Employment with the Regional Transportation Commission in this position is contingent upon completion of a comprehensive background investigation, including qualifying education/experience verification, social security trace, and criminal history records review.
1. RTC Application On-Line Profile - Follow all the instructions on the application to include any education and experience that would qualify you for this position.
Only the most qualified candidates will be invited to participate in the examination process. Candidates should ensure that they highlight any of the following professional experience they possess on their applications/resumes:
• Ability to provide exceptional customer service
• Demonstrated experience in data entry with scheduling/reservations systems
• Skill in handling escalated customer service issues and the ability to provide appropriate resolutions
• Demonstrated experience providing customer service to elderly and disabled populations
Physical ability to perform office and related work, including operating computers and office machinery; stamina to sit for extended periods of time; strength to lift and maneuver materials weighing up to 25 pounds; vision to read printed materials; and hearing and speech to communicate in person or over the telephone. Accommodations may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodations.
EXAMPLE OF DUTIES
Answers inquiries in regards to transportation services, routes, schedules, stop locations, trip planning and fares. Answers inquiries in regards to RTC ADA Paratransit Certification process and procedures. Schedules, changes and deletes certification appointments and trip requests per customer input and following policies, procedures and standards. Reviews scheduling data to ensure trip selection is most efficient. Utilizes street map directory, computer terminal, other transit information and other reference materials and makes general conclusions based upon established service area parameters. Operates computer terminal and other standard office equipment required to communicate and assist employees. Records and answers customer suggestions, requests and complaints. Processes complaints and forwards to appropriate authority for investigation and resolution; reports lost and found items. Investigates and processes issues related to the RTC Ticket Vending Machines, Mobile technology, etc. Processes complaints and forwards to appropriate authority for investigation and resolution. Maintains records of activities as required. Provides additional information and assistance to internal and external customers as required. Other duties as assigned.
GROUP INSURANCE - Health and dental insurance is available at a minimal expense to eligible employees, spouses and dependents. The RTC pays the monthly life insurance premium for eligible employees.
SERVICE CONNECTED DISABILITY INSURANCE - Eligible employees are covered by a Workman's Compensation Program in accordance with the provisions of the Nevada Industrial Insurance Act (NRS Chapter 616) and the Nevada Occupational Diseases Act (NRS 617).
LONG-TERM DISABILITY INSURANCE - The RTC pays a monthly premium toward a long-term disability plan for eligible employees.
VACATION - Vacation leave accrual is based on length of RTC employment. Initial accrual is at the rate of 3.08 vacation hours for each biweekly pay period.
SICK LEAVE - Eligible employees accrue 3.7 hours of sick leave for each biweekly pay period. Employees completing 10 years of service accrue an additional .92 hours of sick leave per biweekly pay period.
MISCELLANEOUS LEAVES - Court leave, military leave, parental leave, leave without pay, blood donor leave, education leave, and RTC promotional/transfer application examination leave are available (upon approval) for eligible permanent employees.
RETIREMENT - Full-time employees become a member of the Nevada State Public Employees Retirement System under an employer paid plan.
LONGEVITY PAY - Effective July 1, 2021, permanent employees who have completed 5 full years of creditable service with the RTC are entitled to a one time longevity payment in addition to their base salary. Longevity is paid annually, in a one time lump sum amount, at the rate of .57 of 1% at 5 years.
CREDIT UNION - RTC employees and their families are eligible to join the Clark County Credit Union.
TUITION REIMBURSEMENT - Eligible employees may be awarded tuition reimbursement upon successful completion of pre-approved, job related courses.
FMLA - Employees who have worked for the RTC for at least one year, and have worked at least 1,250 hours over the preceding 12 months are eligible for the provisions of the Family Medical Leave Act.
Closing Date/Time: 9/18/2023 6:00 PM Pacific