What are the responsibilities and job description for the Customer Service Specialist (7304) position at SEPTA?
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The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth largest transportation system in the United States, with a vast network of fixed route services including bus, subway/elevated, trackless trolley, light rail, and commuter rail serving a 2,200 square mile service region. SEPTA has become an integral force in the economic success of the Philadelphia region, providing an efficient and reliable source of transportation.
We are seeking candidates for the position of Customer Service Specialist (7304) in the Comm/Customer Experience & Advocacy.
Open Date: 07/14/2023
Closing Date: 07/24/2023
Starting Rate of Pay: $29.14 | Union Job Grade 14
OVERALL DESCRIPTION
Under general supervision of Customer Service Supervisor, performs specialized customer service functions with patrons and Authority personnel.
SPECIFIC RESPONSIBILITIES
- Receives and records customers’ complaints, commendations, suggestions and inquiries (via live-chat, telephone, e-mail, internet and electronic messaging) from the public and Authority personnel in VERITAS database using a personal computer.
- Processes and monitors customer complaints via Web, Internet and Live Chat and provides feedback to customers and Authority personnel.
- Interacts with Customers utilizing Live Chat function in web based program, providing quick turnaround responses to inquires.
- Utilizes the CARES/ VERITAS databases to analyzes and identifies Customer Service trends.
- Functions as the direct customer service liaison for designated districts and locations throughout SEPTA. Provides data analysis and recommendations to improve concerns identified by those locations and/or customers. VISITS designated locations and/or Districts as needed.
- Relays information concerning service delays from CTD, STD, and RRD in response to inquiries from the public.
- Represents Customer Service Department at various special events when requested, and provides customers with transit information.
- Backfills for the Customer Service Supervisor as needed.
- Performs other duties as assigned.
QUALIFICATIONS AND EXPERIENCE
- Associate’s Degree with two (2) years of Customer Service Contact Center experience or equivalent combination of education and experience (each two years of experience may be substituted for one year of college). Two years of experience working with a CRM or any other customer database. Must successfully complete Customer Service Scenario, Math, Writing, and Data Entry tests. Must successfully complete mapping and schedule reading test at time of interview. Must possess:
- Ability to read maps, schedules and other hard copy reference transit materials.
- Ability and willingness to deal with diverse group of employees and customers
- Analytical ability required to analyze broad data and suggest courses of action to mitigate concerns
- Ability to access, utilize and analyze the CARD and RSA databases
- Ability to access, utilize and analyze Social Media and Control Center websites
- Excellent written and verbal communication skills and telephone protocol required
- Excellent customer-friendly disposition required while multi-tasking in a fast paced environment
- Thorough knowledge of service routes and service area with exchange privileges and points
- Thorough knowledge of fare collection and structure
- Knowledge of Microsoft Office, Excel, and Customer Relations Management (CRM) Software (Veritas)
- Familiar with Authority rules and regulations and Department office procedures.
EQUIPMENT USED:
- Personal Computer, Telephone equipment
PHYSICAL:
- Prolonged sitting
WORKING CONDITIONS:
- Normal office environment. Subject to working at satellite offices. Subject to travel to various SEPTA locations. Subject to working evenings, weekends, and holidays.
BENEFITS
SEPTA offers a comprehensive benefits and retirement program for ALL employees, including:
Medical – “Minimal annual premium contribution”
Benefit plans with “No Employee annual premium contribution”:
Prescription
Dental
Vision
Additional benefits we offer:
Pension Plan / Retirement Savings
Defined Benefit Pension Plan
Voluntary Governmental 457B Deferred Comp Plan
Life Insurance
Tuition Reimbursement
SEPTA Transportation Pass – FREE travel on all SEPTA modes of transportation
SEPTA employees qualify for the Public Service Loan Forgiveness (PSLF) program
SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Nearest Major Market: Philadelphia
Salary : $29 - $0
