Customer Experience Coordinator

As a Customer Experience Coordinator for our public transportation system, you will play a pivotal role in enhancing the overall experience of our passengers. This position is focused on ensuring that every interaction with our services is seamless, pleasant, and exceeds customer expectations.

The Customer Experience Coordinator provides courteous, friendly, and professional customer assistance to Valley Metro Rail customers on station platforms. Customer Experience Coordinator serves as the "eyes and ears" on the system, interacting with customers and the public also while working with operations and security personnel to monitor, report and make decisions on service, security and maintenance activities to support a positive customer experience along the light rail line.

Valley Metro is an Equal Opportunity Employer.Human Resources reserves the right to call only the most qualified applicants to the selection process.

Education:
Associate's degree from an accredited college or university in Communications, Business Administration, Public Administration, or a closely related field

Experience:
Two (2) years of customer service experience, with at least one (1) year of face to face customer service experience that involves confrontational and dynamic situations and diverse audiences

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position may be considered.

Desired Qualification:
Bilingual Spanish/English

Background Investigation:
Employment is contingent upon the results of a background investigation

Licenses & Certifications:
Valid Arizona Driver's License and safe driving record

Requires reliable attendance. 

Must be available to work a variety of shifts that include days, evenings, nights, weekends, holidays and/or split shifts to meet operational needs

This position works outdoors and will be exposed to external weather conditions

Employees must wear an employer-provided uniform while on duty
 

The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
 

• Takes ownership of rail station platforms providing a highly visible and engaging presence to riders of the system; reports service, security and maintenance observations and concerns to security and operations personnel in the field and to the Operations Control Center (OCC)
• Works in zones and roves between a series of assigned station platforms to assist customers, support passenger safety, ensure station cleanliness and contribute to an overall positive impression of the Valley Metro Rail system
• Actively engages with customers to be seen as a resource, customer advocate and authority, including greeting and educating customers about transportation services, fare policy and our Code of Conduct; helps riders obtain fare through ticket vending machines and the Valley Metro mobile app; distributes transit information and potentially conducts surveys and assists with agency projects. 
• Remains alert and proactive in responding to situations within a designated zone to facilitate resolution of complaints and platform issues; supports incident communications to customers, in-field staff and management; serves as front-line "eyes and ears" for the Operations Control Center
• Conducts system auditing and reports to Operations Control Center or appropriate resource, including identifying station cleaning needs, when fare vending machines are down, graffiti, out-of-date or misplaced advertising, and violators of the Code of Conduct
• Supports special events/special operations and communicates, as needed, with customers, Operations Control Center and management; ensures quick and orderly crowd control movement to help streamline boarding, fare payment and overall event entry and exit
• Actively participates in on-going training activities with operations, maintenance, safety and security personnel to maintain adequate knowledge of transit system operating environment, safety protocols, and agency policies and procedures
• Requires the completion of regular checklists, work orders, and the preparation of various reports for management review
• Performs other duties of a similar nature and level as assigned

Knowledge of:
Clear and effective communications
Customer service principles and practices
Customer engagement
De-escalation/conflict resolution tactics
Transit operations
Safety & security principals
Radio communications
 
Skill in:
Customer service
Uses mobile technology, hand-held radio and other software to perform facets of the job
Crowd management
Ability to remain calm under pressure and work in rapidly changing environment
Ability to pick up on things quickly and adapt to changing circumstances
Ability to absorb technical information and translate for the general public
Willingness to learn a new industry and be a lifelong learner
Collaboration and teamwork across divisions and work styles
Relationship building and management
Strong interpersonal skills
Active listening
Prioritizing workload
Problem solving and taking initiativePhysical Demands:
Physical ability and stamina to stand and perform activities in environmentally diverse situations for extended periods of time; strength to lift and maneuver materials weighing up to 25 pounds; vision to read printed materials; hearing and speech to communicate face-to-face and using mobile technology and hand-held radio.

Work Environment:
This position works outdoors and will be exposed to external weather conditions.

Salary : $26 - $38