Customer Care Center Agent

Metro is seeking a Customer Care Center Agent to respond to a high volume of telephone, electronic and written inquiries regarding schedule information, transfer routes, fare information, etc.; Respond to complaints, suggestions, and/or inquiries received by phone, mail, social media, or e-mail from customers or the general public concerning the company's services; Assure COM, the customer service documentation software, is accurate and up-to-date; Draft and/or document communication to the customer and/or general public; Route incoming calls using a multi-line phone system to appropriate department/personnel; Operate a multi-line phone to route incoming calls to appropriate department/personnel.

Essential Functions

• Converse with customers verbally and/or electronically to determine destination, travel dates and times and accommodations required by answering incoming calls and retrieving emails from the company's website.
• Assist riders with routing information via phone or mailing printed materials regarding various schedules and routes, including but not limited to, Access, regular, school, snow and holiday service. Send out schedules as requested/necessary.
• Provide fare and boarding information to customers as requested/needed.
• Process incoming/outgoing mail to customers (for example mail out schedules, application requests, etc.).
• Document and confirm the accuracy of information submitted by the customer.
• Complete data entry of passenger file information for specific trip requests and negotiate requested time where necessary or appropriate.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
• Utilize Trapeze modules, OTP, headway data, dispatcher detours and other relevant documentation
• Type all communication data into the Customer Service modules/system for resolution and tracking.
• Collaborate and exchange information with Metro personnel (including, but not limited to Risk, Maintenance, Dispatch, Operations, etc.) to assist in the prompt resolution of customer service issues.
• Communicate Access passenger issues to the appropriate Metro personnel (including but not limited to same-day cancellations, no-shows, etc.)
• Prioritize and escalate urgent calls appropriately.
• Conduct callbacks at customer request concerning resolution of customer report. Prepare written follow-up response, via correspondence and/or email at customer request.
• Contact passengers or respond to reports of items lost or found on a coach.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries. Maintain and update information on service routes in information binders on a daily basis.
• Assist in the development of strategies to meet or exceed organizational and department performance goals and objectives.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Ability to work in compliance with Metro's safety and security policies
• Model exemplary internal and external customer service.
• Other duties as assigned.
  
  

Position Qualifications

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Clear, concise, and persuasive. Excellent grammar and punctuation.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Accurately identifies and measures own skills and know when to ask for help in completion of tasks and projects.
• Leadership - Energetic, takes initiative on projects, committed to continuous improvement.
• Professional Integrity - Accountable, honest, fiscally responsible, with the ability to maximize resources.
  
  

Education

• High School Graduate necessary; Associate's Degree preferred.
  
  

Experience

• Two to four years related experience
  
  

Skills & Abilities

Computer Skills

• Working knowledge of computers and willingness to learn new systems (COM system, Trapeze, TransitMaster, eFare, OTP); headway data sheets, word processing, spreadsheets, internet, and e-mail.
  
  

Other Requirements

• Familiarity with Metro's fixed routes.
• Excellent customer service skills.
• Excellent communication skills.
• Multi-line phone experience.
• General office equipment experience, i.e. copier, fax, postage meter machine, etc.
  
  

WORK ENVIRONMENT

• Office atmosphere
  
  

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.