Customer Experience Specialist

Non-exempt; on-call (varying schedule; rotating shifts); no-benefits; grant-funded

This customer-focused position will serve as a liaison between riders and Transit Services Division staff. Responsibilities include offering assistance on accessing public transportation services in both hard-copy and online formats, communicating customer concerns and information discrepancies to Transit staff, and maintaining clear and effective communications with riders and the general public. Supervision is received from the Deputy Director.

• Ride the bus to note operational, bus stop sign, and shelter issues; answer passenger questions onboard buses and at transfer centers; communicate issues (e.g., buses are late, buses are dirty, shelters are damaged, signage is missing or out of date) to Transit staff
• Coordinate service change outreach; participate in answering questions, distributing service change information and bus schedule timetables at transfer centers, bus stops, community events, etc.
• Meet with staff to learn about proposed and upcoming route modifications, including new or moved bus stops and bus times; be prepared to answer passenger questions.
• Use Google Maps, Transit mobile app, and other related transportation technology to share information with passengers; note discrepancies between paper schedules and online transit data / apps; report discrepancies back to Transit staff
• Serve as liaison between customer and Transit staff; attend regular internal meetings to report collected customer service questions/concerns; develop and maintain communication to provide resolutions to the customer
• Provide comprehensive information/assistance to seniors, family members, veterans, and others by phone, in person, and workshops
• Distribute updated resource information as appropriate; assure that all inquiries receive comprehensive, timely and accurate replies
• Provide support to the Division Deputy Director to assist in the completion of tasks
• Manage special projects as assigned
• Perform other duties as required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Any single position may not be assigned all duties listed above, nor do the examples cover all duties that may be assigned

The qualifications / requirements, knowledge/skills/abilities and physical demands or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school graduation or the equivalent
• Minimum 2 years of work experience in a human services field providing support to program participants
• Intermediate skills in the use of computers and smartphones, with ability to effectively access and utilize TransIT applications
• Possession of a valid automobile operator's license

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to maintain County Authorized Driver privileges, and to safely operate a County non-CDL vehicle
• Effective keyboarding/data entry skills in order to accurately enter information during conversation with callers
• Knowledge of all aspects of transit service operations
• Ability to effectively utilize automated information systems
• Ability to perform assigned work quickly, effectively and independently with minimal supervision
• Ability to handle and assist in the resolution of complaints
• Ability to maintain a high level of energy and enthusiasm when representing the agency, along with extensive knowledge of the service to be able to answer questions
• Ability to read maps and knowledge of local street geography
• Ability to work with sensitive information and maintain confidentiality
• Strong and effective spoken and written (English) communication skills, including the ability to speak clearly and distinctly, and to accurately summarize and describe information with correct, precise terminology
• Ability to develop and maintain effective working relationships with co-workers, user agencies and the general public

PREFERENCE MAY BE GIVEN FOR:

• Administrative or data-entry work experience
• Bilingual language skills in Spanish and/or American Sign Language

• While working in this position, the employee is required to frequently sit, walk and stoop; and occasionally drive
• While working in this position, the employee is required to frequently work indoors and outdoors

• Ability to work shifts as assigned, including weekdays, weekends, and nights

EXAMINATION PROCESS (may include):

1) An evaluation of training and experience
2) An orientation and training session
3) One or more interviews
4) A pre-employment fingerprint supported background investigation

This description reflects management's assignment of essential duties; it does not proscribe or restrict the tasks that may be assigned.