Job Description
Job Description
CUSTOMER EXPERIENCE REPRESENTATIVE
Job Summary - Essential Functions :
The Customer Experience Representative is located at the CATA Transportation Center ("CTC"), the Multi-Modal Gateway, or at the CATA Administrative Offices and is responsible for providing information to the public regarding CATA services, sales of CATA fare media (tokens, passes, etc.), and positive public relations. The role requires that the candidate be available to work 7 days a week from 7 : 00am and end as late as 7 : 00pm. The essential functions include the following : Customer Service (35%)
- Provide accurate fare, route, and other CATA information to the public, maintaining full knowledge of all routes and schedules
- Assist customers in understanding how best to use CATA services
- Communicate with customers, vendors, and all CATA employees in a friendly, courteous, and professional manner
- Process lost and found items and distribute according to company policy
- Follow high standards and practices at all times by utilizing concepts learned in customer service training modules
- Maintain service and quality standards
- Work flexible and varied schedules, as needed to meet staffing requirements
Communications (25%)
Communicate effectively and accurately with customers, vendors, and team members in person, via the phone, and via other CATA technology including email and live chatReceive, record, and process customer comments and complaints relating to CATA services, employees, and facilitiesProvide timely, reliable, and effective reports and communications, written and verbalCurrency Management (30%)
Sell fare media (tokens, passes, etc.) to customersProcess daily cash, check, and credit / debit receipts accurately and reconcile transactionsBalance the cash drawer and reconcile fare media salesOversee and maintain the CATA club Cards ProgramAdministrative Duties – CTC / MMG (10%)
Open and close the CTC Information Booth & Multimodal Gateway in compliance with established procedures at each location.Know and apply CATA's policies and proceduresProvide backup and relief for the Front Desk Representative and other Customer Experience RepresentativesFollow and promote safe work practices and all CATA safety rules, policies, and proceduresAssist the Customer Experience Manager, as requested, by providing assistance with various department projects and team initiativesActively participate in all team meetings and team training initiativesAdministrative Duties – Administrative Offices, Tranter Street (10%)
Open the Administrative Offices promptly at 8 : 00 am dailyReceive, date stamp, and distribute all incoming mail to appropriate employee mailboxesRoute legal mail and deliveries (notices, court mail, etc.) per proceduresAccept and reconcile with the Finance Department incoming checks and cash and balance the daily sheetKnow and apply CATA's policies and proceduresFollow and promote safe work practices and all CATA safety rules, policies, and proceduresAssist the Customer Experience Manager, as requested, by providing assistance with various department projects and team initiativesActively participate in all team meetings and team training initiativesReports To :
Customer Experience Manager
Required Competencies :
Service-OrientedEffective Multi-TaskerTechnology SavvyConflict ResolutionPositive AttitudeTeam-Centered ApproachQualifications :
High School diploma or General Education Degree (GED), with experience in retail, call center or working directly with the publicExperience with retail cash, check, and credit / debit transactionsProficient map reading, math, grammar / punctuation and computer skills, including the Microsoft Suite (Outlook, Word, Excel and Access)Proficient proof reading and data entry skillsAble to communicate effectively, handle details, meet deadlines, and work both independently and under general directionProfessional appearanceAble to perform essential functions and duties and to perform other tasks as assigned.Cooperative, willing to work with and learn from others, and able to respond productively to changePunctual and reliable attendance as necessary to meet ongoing service requirements for public transportationAbility to work well under pressure during periods of high call volume and / or in person interactions.THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS
AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED.
Part Time Position
