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Job Title: Customer Service Operator II (Part-Time)
Location: Troy
State: Michigan
Position Description:

  Job ID:  ADM20190313

 Department:  Connector Services

 Starting Pay:  $13.78

 Union:  Teamsters

 Location:  Oakland Terminal (Troy, MI)

 Start Date:  Immediately

Under direct supervision, the Customer Service Operator II reviews and refines or corrects trip bookings entered daily by Customer Service Operator I personnel to ensure completeness, consistency with established vehicle and driver schedules, and proper application of reservation rules and procedures.  The Customer Service Operator II also handles special problems and reservation requests that cannot be booked routinely by a Customer Service Operator I.

Duties and Responsibilities

  • Reviews, revises as necessary and approves all reservation bookings for accuracy, completeness, and proper placement prior to their transmittal to dispatch, on a daily basis.
  • Evaluates all reasonable methods to accommodate problem trip requests and may alter schedules within established limits to accommodate customer needs.
  • Handles customer calls referred from Customer Service Operator I personnel for which routine bookings cannot be made.
  • Approves standing order entries and denials of service.
  • Notes problems in schedule construction and calls them to the supervisor’s attention.
  • Maintains courteous, friendly, and professional customer relations.
  • Processes and files schedules and reports.
  • Updates and maintains maps and other reference materials.
  • Maintains internal contact with SMART division staff.
  • Maintains neat and clean work area.
  • May be assigned special projects.
  • Performs other related duties, including those of a CSO I, as directed.

Minimum Requirements

  • High school graduate or equivalent.
  • Three years general office experience and at least one year of good work performance as a Customer Service Operator I, or equivalent. 
  • Knowledge of the tri-county service area from which calls are received. Proficiency in the use of street directories, timetables and other schedule documents.
  • Ability to analyze alternatives and develop creative solutions to problems.
  • Ability to compute mathematical calculations and maintain clear and legible reports. 
  • Strong human relations skills and desire to work with the public. 
  • Ability to speak clearly and distinctly. 
  • Basic computer skills.

Required Qualifications:
Desired Qualifications:

ob ID:  ADM20190312

 Department:  Connector Services

 Starting Pay:  $13.78

 Union:  Teamsters

 Location:  Oakland Terminal (Troy, MI)

 Start Date:  Immediately

 

Under direct supervision, the Customer Service Operator II reviews and refines or corrects trip bookings entered daily by Customer Service Operator I personnel to ensure completeness, consistency with established vehicle and driver schedules, and proper application of reservation rules and procedures.  The Customer Service Operator II also handles special problems and reservation requests that cannot be booked routinely by a Customer Service Operator I.

 

Duties and Responsibilities

  • Reviews, revises as necessary and approves all reservation bookings for accuracy, completeness, and proper placement prior to their transmittal to dispatch, on a daily basis.
  • Evaluates all reasonable methods to accommodate problem trip requests and may alter schedules within established limits to accommodate customer needs.
  • Handles customer calls referred from Customer Service Operator I personnel for which routine bookings cannot be made.
  • Approves standing order entries and denials of service.
  • Notes problems in schedule construction and calls them to the supervisor’s attention.
  • Maintains courteous, friendly, and professional customer relations.
  • Processes and files schedules and reports.
  • Updates and maintains maps and other reference materials.
  • Maintains internal contact with SMART division staff.
  • Maintains neat and clean work area.
  • May be assigned special projects.
  • Performs other related duties, including those of a CSO I, as directed.

 

Minimum Requirements

  • High school graduate or equivalent.
  • Three years general office experience and at least one year of good work performance as a Customer Service Operator I, or equivalent. 
  • Knowledge of the tri-county service area from which calls are received. Proficiency in the use of street directories, timetables and other schedule documents.
  • Ability to analyze alternatives and develop creative solutions to problems.
  • Ability to compute mathematical calculations and maintain clear and legible reports. 
  • Strong human relations skills and desire to work with the public. 
  • Ability to speak clearly and distinctly. 
  • Basic computer skills.
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Application Process

Step One

Candidate completes application. Please refer to FAQ’s.

Step Two

Human Resources conducts a criminal background check on all applicants, as well as a driver’s license check if position requires.

Step Three

Bus Operators

In order to be considered for a Bus Operator position you must meet the initial criteria.

  • No suspended, revoked, or restricted driver’s license within the past 60 months, or currently suspended and/or expired driver’s license.
  • Less than four (4) points on driving record.
  • Five years of experience in driving a motor vehicle.

If all criteria are met, the application process is as follows. Please note that all correspondence is done by mail.

Test – The pre-employment test referred to as the Public Relations Skills Test.

Applicants will be notified by mail one to two weeks prior to the test date. Please note that there is no study material. This test cannot be rescheduled. Failure to appear will disqualify an applicant from going further with the pre-employment process. A score of 70% or better is required to be considered for an interview. Please do not contact us regarding your test score as we are unable to provide that information. Telephone calls concerning test scores will not be accepted.

Interview – The interviews will be scheduled any time between one month and six months from the date of the administration of the Public Relations Skills Test. The applicant will have a one to two week notice prior to the interview. Please do not call to change the date or time of your interview. Please keep in mind that if you are scheduled for an interview, this in no way guarantees you a position with SMART.

Applicants who are interviewed will be notified by mail whether or not they have been accepted into the training program.

Training – The training program lasts eight weeks. It consists of two weeks of classroom training and six weeks of on-the-road training at your assigned terminal location.

Pay Rate – You will be paid during the eight week training period. After successful completion of training, the pay rate will increase in accordance with the collective bargaining agreement.

Coach Service Attendants

A Coach Service Attendant is an entry-level position in the Maintenance Department.

Coach Service Attendants perform service operations; clean all coach interiors, seats, floors, windows and exteriors as required; keep shop and yard areas clean and neat; assist in automotive maintenance; perform minor repairs not classified or skilled such as bulb changing; handle coach change-offs in road calls; clean parts. Minimum requirements are as follows:

  • Valid Michigan Driver’s license
  • No suspended, revoked, or restricted driver’s license within the past 60 months, or currently suspended and/or expired driver’s license.
  • No more than three (3) points on driving record.
  • Some experience in minor vehicle repair and maintenance.
  • Physical strength and agility; physically and mentally capable of performing all of the duties of the classification.

Mechanical knowledge, aptitude, initiative and resourcefulness; will be required to operate bus and maintain a valid commercial driver’s license (CDL) with the required endorsement and group designation based on the gross vehicle weight.

Other Positions

Persons meeting the criteria for the position will be considered for an interview.