Customer Service Associate
Greyhound - New York City, NY
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Position Description (For electronic versions of this document, please use the tab key to move from field to field) Position Title: Customer Service AssociateFLSA Classification: Non-ExemptDepartment: OperationsLocation: New York, NYCompleted By: Gerrod Norman Sr. Regional HR Mgr.Date: February 26, 2021Title of this Position''s Supervisor: City Manager, Terminal ManagerJob Title(s) of Employees that Directly Report to this Position: N/ATotal Number of Employees (direct or through subordinates) Supervised by this Position: N/AJob Purpose or Scope: The Customer Service Associate will perform all activities listed below, in accordance with company standards to accomplish the company objective of being the lowest cost, best provider of ground transportation. Quality being defined in terms of excellent customer service, cash handling, safety, on-time performance, ease of use, cleanliness of terminal and buses and pleasant experience.MajorResponsibilities: Ticket Agent:• Provide schedule, routing, transfer and current fare information to customers• Prepares accurate travel documents• Accepts payment for ticket transaction• Collects customer baggage • Updates schedule monitors, information boards and/or uses PA system to convey current information to customers• Completes End-of-Shift report• Follows core standards with all customersGPX Duties:• Calculate shipping cost• Forward shipments• Receive shipments• Enter bus bills• Inventory• Complete End-of-Shift report• Make telemarketing sales and service calls• Tracking of packages/baggage Baggage Duties:• Loading/unloading of baggageDirects customers to appropriate areas of the terminal to obtain desired services (i.e. ticketing, food service, baggage claim) Directs passengers to correct loading gates or areas. Assists passengers with connectionsChecks station area, baggage and express areas frequently for stray and/or lost and found items and processes promptlyAnswers phonesPerforms other duties as assigned. Position DescriptionDescribe level of decision making and list examples of common decisions made:NAMinimum Education & Certifications Required: High School Diploma or GED; RequiredExperience & Skills Required: • 1year customer service experience preferred• cash handling experience• ability to handle packages/bags weighing up to 100 lbs• good problem solving and decision-making ability• excellent oral and written communications skills• basic math skills• bilingual candidates preferred based on local business needsPhysical Requirements & Working Conditions (include amount of travel): Physical Requirements:All positions will be required to lift baggage and packages. Other physical requirements are as described in the major responsibilities.Working Conditions: All positions will be required to work both inside and outside of terminal buildings. The percentage of time in each of the conditions listed below will vary with the doors with heating and cooling Warehouse or maintenance area, sheltered from elements; heated and cooled Warehouse or maintenance area, sheltered from elements; not heated and cooled Outdoors, not sheltered from the elements Travel:No travel involved
Created: 2024-04-06