Information Specialist - The Ride Ann Arbor

The following posting will be open through Wednesday, May 15, 2019:

INFORMATION SPECIALIST-CALL TAKER

                                                            Pay Rate:        Effective July 1, 2019

                                                                                    $17.06/hour during training

                                                                                    $20.47/hour after training

Employees in this job classification are members of the Transport Workers Union, Local 171

Ann Arbor Area Transportation Authority is an Equal Employment Opportunity Employer

HIRING PROCESS

1. Must meet minimum requirements of the position

May 1, 2019 May 15, 2019 Employment Applications

1. Submit an Ann Arbor Area Transportation Authority Employment Application Form (on-line or paper), completed in its entirety by the posted deadline date.
2. Apply online at theride.org
3. Paper applications must be received in the AAATA office at 2700 S. Industrial Highway, Ann Arbor, MI 48104 by 5:00pm on the posted deadline date. Paper applications are available at the same address.
4. Faxed or emailed applications will not be accepted.
5. Late and incomplete applications will not be accepted.

After May 15, 2019 Interviews will begin

1. Qualified candidates selected for an interview will be notified via telephone.
2. Applicants who are not selected for an interview will receive notification they are no longer being considered.

JOB DESCRIPTION

POSITION PURPOSE AND OBJECTIVES:

Under general supervision, this position performs customer service activities at the Authority's facilities and at temporary locations throughout the Authority's service area.  Customer service activities include personally explaining or delivering information to customers, responding to customer questions, distribution of informational literature, sales of fare products, facilitating transportation arrangements for customers, booking and arranging for various paratransit services, record keeping, handling of lost and found articles, and other duties as assigned.

ESSENTIAL JOB FUNCTIONS:

WHEN WORKING AT THE DOWNTOWN INFORMATION CENTER (BTC):

1. Provides detailed information on AAATA services to the public in person, via telephone, in writing, or in print;
2. Sells tokens and passes; makes change;
3. Maintains records of services provided;
4. Assists in the issuance of AAATA ID cards including distributing and receiving application forms, taking pictures, and preparing cards;
5. Opens and closes the information center and calls for assistance as necessary to maintain order;
6. Performs general office duties as required.
7. Maintains a cash drawer in accordance with Finance Department guidelines.
8. Reports public comments, suggestions, or criticisms regarding AAATA and its services to the Manager of Community Relations.
9. Other duties as assigned or directed.

WHEN WORKING AT THE AAATA CONTROL CENTER:

1. Telephone answering and providing information on AAATA services
2. Scheduling of ARide and MyRide trips in accordance with customers' desired times and the availability of service providers;
3. Inputting ARide and MyRide trip information on customers and providers into computer data bases for schedule listing and retrieving listings as needed;
4. Maintaining daily call logs and logs of no-shows, cancellations and turn-downs; follow-up with customers and providers after trips have been completed.
5. Maintain passenger files with necessary updates; fill in for other call-takers on vacation, sick leave, leaves of absence.
6. Process mailings to clients, potential customers, and service providers. Identify and contact transportation providers as needed.
7. Assisting in training of call-takers. Register and arrange for training of eligible clients.
8. Other related duties as assigned or directed.

WHEN WORKING AT TEMPORARY LOCATIONS:

1. Represents the Authority as a customer service ambassador to the public.
2. Provides information, responds to questions
3. Sells or distributes various fare products
4. Distributes promotional/informational literature
5. Maintains and accounts for informational literature and promotional items
6. Reports public comments, suggestions, or criticisms regarding AAATA and its services to the Manager of Community Relations
7. Other duties as assigned or directed

PHYSICAL & VISUAL ACTIVITIES:

• Constant periods of near and far visual acuity, depth perception, and field of vision.
• Constant periods of hearing and clearly speaking.
• Occasional periods of walking.
• Occasional periods of standing, squatting, climbing, kneeling, reaching.
• Occasional lifting, carrying, pushing and pulling of up to 10 lbs (associated with equipment, lost and found articles, money bags, etc.)
• Fine motor skills and good eye/hand dexterity to:

• • Count, sort, and otherwise handle bills, script, tokens, and change;
  • Complete written documents and reports;
  • Manipulate safe combinations and/or keys;
  • Handle, swipe, and process credit cards;
  • Take ID photographs and issue identification cards;
  • Unlock/lock doors with keys, hexagonal wrenches, or toggle switches;
  • Answer or make telephone calls.

ENVIRONMENTAL/ATMOSPHERIC CONDITIONS:

Occasional noise and frequent exposure to exhaust fumes from garage. Works in usual office environment.

JOB QUALIFICATION REQUIREMENTS:

SKILLS AND ABILITY:

1. Ability to read and interpret documents and instruments.
2. Ability to attend to, memorize and retain details.
3. Analytical/problem solving ability.
4. Ability to perform simple math calculations.
5. Oral and written communication ability.
6. Ability to work on multiple concurrent tasks with frequent interruptions.
7. Ability to work under frequent stress.
8. Effective team player.
9. Ability to perform with minimal supervision.
10. Ability to communicate effectively with the public;
11. Typing speed of 35 words per minute or greater.

EXPERIENCE: Minimum of one year experience in dealing with customers face-to-face or over a telephone is useful, but not required.  Experience in dealing with the public preferred.  Knowledge of the Ann Arbor-Ypsilanti area; familiarity with the AAATA route system preferred.

EDUCATION: High School graduation degree required; Associates degree preferred.

MACHINES, TOOLS AND EQUIPMENT USED: Personal computer, calculator, telephone, fax, credit card machines, Microsoft Windows programs.

LICENSES/CERTIFICATION: NONE