Senior Customer Care Agent

THE POSITION

**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.

Serves as shift/location lead worker. Performs a variety of complex operational support and guidance requiring knowledge of all RTC service operations and the ability to perform paraprofessional level of administrative support.

FLSA STATUS: Non-Exempt

Working Conditions: May work shifts on days, evenings, weekends, and holidays.

This position is eligible to work a portion of the schedule remotely, once probation is complete.

REQUIREMENTS

Education and Work Experience: Equivalent to a High School Diploma/GED and three (3) years of full-time customer service experience; one (1) year of which was in a lead position.

Preference may be given to candidates who are bilingual.

Background Investigation: Employment with the Regional Transportation Commission in this position is contingent upon the results of a comprehensive education/experience background investigation, social security trace, and a criminal history records review.

Required Forms:

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 they highlight any of the following professional experience they possess on their applications/resumes:

• Ability to communicate in both written and verbal forms
• Ability to provide feedback to Customer Care Agents to improve performance via coaching and mentoring techniques
• Ability to handle escalated customer service issues and provide resolutions
• Demonstrated experience in providing customer service to elderly and disabled populations

PHYSICAL DEMANDS

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

Provides lead direction, training and work review to assigned staff; monitor call volume, response time and adjust operations accordingly. Answers inquiries in regard to RTC ADA Paratransit Certification, transportation services, routes, schedules, stop locations, trip planning and fares. Schedules, changes and deletes trip requests per customer input. Analyzes scheduling data to ensure trip selections by Customer Care Agents are most efficient. Utilizes street map directory, computer terminal, other transit information and other reference materials. Operates computer terminal and other standard office equipment required to communicate and assist employees and customers. Acts as point-of-contact for all service contractors and other internal departments. Records and answers more complex/sensitive customer suggestions, requests and complaints; explains service issues and resolutions to customers. Processes escalated complaints and forwards to appropriate authority for investigation and resolution. Investigates and processes refunds related to the RTC Ticket Vending Machines, Mobile technology, etc. Provides additional information and assistance to internal and external customers as required. Maintain records of shift/location activities as required. Provides input to supervisor/manager on staff performance; performs projects and produces daily and monthly reports as assigned. 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: 3/31/2025 6:00 PM Pacific

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• Regional Transportation Commission of Southern Nevada

• 702-676-1500

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