Customer Care Specialist Lead

As a Customer Care Specialist Lead, you are responsible for assigning, prioritizing, and managing the daily activities of the Customer Care team. You will set a high standard for customer service and ensure the same standards are followed by the entire team. You will also communicate information to the team and management concerning procedures, training, feedback, and the latest company updates.

1. Provide friendly, accurate, detailed, and timely responses to telephone, e-mail, written letters, and online chat inquiries from the public. Inquiries relate to:

• Route and schedule information, fares, ORCA cards, bus stop locations, transfer points
• Operation changes due to construction, weather conditions or community events

Community Transit and Sound Transit's operational policy, procedures, and general transit practices

1. Defuse escalated customer situations. Assist in customer complaint follow-ups.
   
2. Operate agency equipment in the Customer Care Contact Center. Troubleshoot, document, and report equipment problems. Inform department leaders of all changes and problems affecting the overall efficiency and performance of the Customer Care Department and Contact Center.

1. Represent Community Transit at transit fairs, information fairs, transit-related public events, or as directed by manager. 

1. Assist in the training of new employees, transitional duty assigned employees, and other employees, as necessary.

1. Lead duties:

• Research and compiles data for review and evaluation; prepares and publishes reports.
• Regularly shares department KPIs with internal and external teams.
• Reviews and resolves customer escalations. Identifies solutions to the customer’s concern and/or directs them to the appropriate resource.
• Monitors, audits, and adjusts Connections cases and reports daily.
• Responds to questions/concerns from the Customer Care team while on duty.  Elevate concerns that need further exploration.
• Provides assistance in developing departmental training materials and identifying off-site training opportunities.  Ensures that training is provided for any new employees, equipment, policy, or procedure.
• Ensures training records are up-to-date and complete for the Customer Care team.
• Assists with documenting and maintaining departmental policies and procedures.
• Assigns and oversees the work of the Customer Care team, ensuring established standards, policies and procedures are followed. 
• Provides the Assistant Manager of Customer Care with data related to staffing needs and opportunities.
• Assists in the creation, monitoring and adjustment of work schedules to ensure adequate staffing coverage.
• Reviews time sheets and absence requests for completeness and accuracy. Tracks Reliability Awards.
• Supports process improvement by identifying opportunities to enhance internal processes and increase productivity.
• Works with Assistant Manager of Customer Care to use data to prepare reports and analyses of which processes are working and which can be improved.

1. Performs related duties of a similar nature or level, as required.

Minimum Qualifications

1. 2 years of progressively responsible call center or customer service role
2. 1 year of progressively responsible training or leadership role
3. Proficiency in Microsoft Office Tools
4. Ability to type a minimum of 30 wpm accurately
5. Ability to work a flexible schedule, including holidays, weekends, and evenings
6. Ability to maintain reliable attendance

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

1. Advanced customer relations/service principles and practices.
2. Microsoft Office and related desktop applications and features.

Skill Requirements

• Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit’s Core Values and achieve the organization’s vision and mission. Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.
• Effective written, verbal, and interpersonal communication skills. 
• Customer Service and Empathetic Listening
• Time management
• Attention to detail
• Working effectively under pressure
• Working independently, with minimal supervision
• Proficiency in Microsoft Office Tools

Preferred Skills and Knowledge

1. Experience working in a supervisory role.
2. Practices that deliver excellent customer service
3. Conflict resolution strategies
4. Knowledge of Community Transit and Sound Transit service areas, routes, policies and procedures regarding transit fares, ORCA card use, transfers, and pass/ticket/permit sales.
5. Knowledge of Automatic Call Distribution Systems and basic call management telephone equipment including for the hearing impaired (TTY/TTD).
6. Knowledge of Community Transit’s customer comment system Connections
7. Knowledge of Labor Agreement between Community Transit and Amalgamated Transit Union #1576

Working Conditions

100% of your work will be performed in an office environment and requires you to operate standard office equipment and keyboards. You may be required to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects. You will be required to move throughout the office building. Given the nature of this job, you may need to complete tasks in noisy environments.

Application and Selection Process:

1. Only on-line applications accepted. Please provide resume and cover letter.
   
2. Applicants for this job may be considered for other openings up to six months after the date this position is filled.
   
3. Applicants who meet the minimum requirements may be asked to provide a portfolio sample of work, scheduled for an interview as well as a variety of tests to demonstrate knowledge and skills for the position. The evaluation process may include interviews, background checks, reference checks and various performance tests.

Employee Benefits:

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance. Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan. In addition to WA Paid Sick Leave, employees in this position, accrue 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year. Full list of all benefits and details can be found here. 

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.