Customer Service Business Specialist I

Company Name: Roaring Fork Transportation Authority (RFTA)

Title of Position: Customer Service Business Specialist I

Position Type: Full-Time, Non-Exempt

Location: Aspen, Colorado

Pay Range: Hiring/Starting pay range is $20.29 - $26.38/hourly, based on experience.

Benefits: Benefits include (but are not limited to): Paid time off, medical, dental, vision, and hearing insurance with FSA/HSA, short-term disability, long-term disability, life insurance, accidental death & dismemberment (AD&D), 401(a) and 457(b) retirement plans, EAP, ski pass, etc. For more detail -

Position Summary

Performs a variety of public contact, public relations, customer service, administrative, and technical duties. Assists in managing daily public information activities for RFTA Operations which includes, but may not be limited to, answering customers' questions, directing lost and found, and coordinating two-way communication between RFTA and its various external and internal customers, including the general public, vendors, couriers, "drop-ins", employees, and passengers.

Essential Job Duties

• Serves as the initial and primary contact for phone calls coming into RFTA's main phone system, including the main line, feedback line, and responds to or forwards requests for information. Takes overflow phone calls from other RFTA departments and locations throughout the valley and handles those calls as deemed appropriate to the nature/topic of the call and to the caller.
• Works with other RFTA departments to obtain an orientation to each department's functions and responsibilities, to identify resources within RFTA departments to whom inquiring customers might be directed, and to learn about the functions of each department sufficiently to be able to answer or to appropriately handle customer questions and concerns.
• Responds to customers in person, telephone, and/or email questions and concerns, takes messages, and/or refers customers to the appropriate RFTA department(s), person(s), and/or place(s).
• Serves as the initial and primary contact for emails received through the RFTA website, including feedback and customer complaints. Gathers and relays additional information to Supervisor. Responds to complaints as appropriate after investigations are completed.
• Serves as the initial and primary "face to face" contact person at RFTA's Aspen Administrative Office, responding to internal and external customers' questions and concerns.
• Serves as a primary "voice of RFTA" to internal employees and external customers who communicate with RFTA through email, mail, phone, in person contact, or the web regarding customer service issues.
• Maintains the RFTA Customer Feedback Database. Designs queries upon request to classify and summarize feedback information to answer operational data requirements, and to assist the Operations Department with follow-through and closure on customer complaints, comments, and suggestions.
• Processes all seasonal zone and employee passes including printing and ordering all supplies. Develops software as needed to accomplish changes or create new passes. Coordinates with vendors for timely delivery and payment of passes. Maintains and updates the Assure ID database and Magicard Rio card printer. Keeps accurate records in Outlook of passes received and processed.
• Develops and issues the appropriate security access cards to employees and outside vendors. Maintains the Emerge Security database to assure all cards are up to date and functioning.
• Processes and issues value cards, monthly passes and stickers to RFTA customers including Rubey Park.
• Processes and issues bus punch passes, security access cards, Zone Passes, Monthly Passes, and Monthly stickers to internal and external RFTA customers, including Rubey Park.
• Coordinates and issues seasonal Zone Pass mailings and provides responses to Zone Pass inquiries.
• Processes payments for RFTA from outside customers and employees for purchases, and accompanying paperwork.
• Works independently to complete or to follow up on department matters, special projects, and assignments as directed by one or both of the Operations Directors and/or one or both of the Operations Managers.
• Maintains office organization, printers, and stocks needed supplies.
• Prepares outbound mail and distributes incoming mail in a timely manner.
• Plans, coordinates, and directs RFTA's Lost and Found Program, including fielding calls received through the Lost and Found dedicated line, and messages received through the Lost and Found link on the company website. Maintains records and logging of calls and found items, and coordinates return or disposal of found items.

Other Job Duties

• Other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent ability to manage public customer service information for a variety of departments.
• Excellent ability to manage time and workload effectively, which includes prioritizing, organizing, and following-through on a variety of tasks, assignments, and projects to meet deadlines.
• Excellent customer service skills with the ability to respond positively and proactively to complaints and concerns, oftentimes in stressful and high-pressure situations.
• Excellent verbal communication skills and solid written communication skills. Bi-lingual in Spanish preferred, but not required.
• Excellent ability to exercise good judgment and to utilize effective decision-making skills while working almost exclusively as an independent contributor.
• Strong verbal communication skills, especially in the areas of public speaking and presentations, along with higher-than-average use of proper phone etiquette
• Solid ability to establish and to maintain effective working relationships with employees at all levels of the organization and to work directly with members of each RFTA department.
• Solid computer and software knowledge and skills, including knowledge of PC word processing, spreadsheet development.
• Solid skills at active listening

Education

High school diploma or equivalent training that will allow incumbent to successfully complete job duties.

Experience

Three (3) to five (5) years' experience in a similar communication and/or customer service-type position required.

Work experience within a public sector, government, or non-profit environment desired, but not required.

Application Deadline/Closing Date

March 29, 2024

How to Apply

Please apply via the RFTA website. This position, and all current open positions, are located here -

RFTA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, age, protected veteran status, or any other characteristic protected by law.