CUSTOMER EXPERIENCE AGENT

This position provides TriMet trip planning assistance, electronic fare account support and other information using a keyboard, manuals, and automated trip information system, in response to customer requests. Acts as liaison between limited English proficient customers and an interpreter.

This role requires being in office four (4) days per week.

Reliable in-person attendance is an essential function of all positions. TriMet is an in-person first organization, with a strong emphasis on in-person collaboration, customer service, and safe and efficient operations. Some positions may be able to work up to two days remotely depending on department policy, business needs, and manager discretion.

Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers' experiences and of TriMet's product and service offerings.

Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top Transportation and Logistics employer in the state.

1.  Using the trip planning system, charts, maps and schedules, provide accurate information in response to customer inquiries. Determine optimum trip and mode of travel between selected origin and destination, including departure and arrival times, fares, points of transfer, nearest bus stop(s), and walking instructions as needed.

2.  Assist regional electronic fare customers via telephone or email, and using a Customer Relationship Management (CRM) system. Inquiries received will include but are not limited to : how the system works, how to register an account or make changes to an account; accurately process account changes, bank card payments, refund requests or account adjustments; and answer any other questions about the customer's account.

3.  Provide general TriMet information and direction on how to use the system, TriMet's website, Ticket Vending Machines (TVMs), electronic fare systems, the retail sales outlets, various fare programs and other general information about TriMet.

4.  Enter customer orders into the trip planning system from the public for Customer Information Services mailings, including itineraries, schedules, brochures and Senior and Disabled Citizen information.

5.  Use trip planning system to provide information and referral service to customers inquiring about points of interest, community services, and our transportation partners in the metropolitan area.

6.  Record and report trip planning system discrepancies from trip itineraries, schedules, transfer points, walking distances, and customer feedback to the system administrator or supervisor, to ensure system integrity and accuracy.

7.  Record and report errors on display maps, display screens and error message errors to system administrator or supervisor.

A minimum of a High School Diploma or equivalent is required.

Three (3) years of experience in a responsible customer service position responding to inquiries / complaints from the public is required.

One (1) year of experience with using automatic call distribution telephone systems (Contact Center) is required.1.  Demonstrated skills in effective customer relations techniques.

2.  Ability to recognize system discrepancies, computer error messages, display maps and computer display screens.

3.  Demonstrated ability to use a personal computer in a windows based environment to enter information, use a Customer Relationship Management (CRM) system including customer account support, process field trip requests, plan customer trips, process account changes and adjustments, and take orders for merchandise and other materials accurately.

4.  Intermediate skills with Word, Excel, Outlook, database applications and other software applications. Ability to operate personal computer systems including Word, Excel and Outlook. Demonstrated proficiency to accurately keyboard (type).

5.  Ability to analyze and resolve problems diplomatically.

6.  Demonstrated ability to maintain optimum quality and quantity of work in a fast-paced environment.

7.  Ability to consistently be at work as scheduled and arrive on time.

8.  Ability to visualize, read and interpret maps, schedules, charts, and other related customer service information.

9.  Knowledge of Portland-Metropolitan area, landmarks, bridges, freeways, major intersections, transit centers and TriMet service area.

10.  Ability to work effectively and independently with patience in an environment subject to interruptions.

11.  Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and / or other vulnerable populations.

12.  Ability to speak a second language, including Spanish, Vietnamese, Cambodian, Laotian, Mien, Korean, Japanese, Romanian, or Russian desired.

Type of Position / Grade / FLSA

Non-Exempt, Union, Full-Time.

Salary Range :

Wages will be in accordance with the Working and Wage Agreement.

Minimum : 22.25 / hr

Maximum : 29.45 / hr

Selection Process :

Candidates will be selected based at a minimum on the result of :

1. Application Review (please include : Cover Letter and Resume)

2. Panel Interviews

3. Reference Check

Supplemental Information :

Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and / or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants : Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

ADA Statement :

As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.

If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation.