Customer Relations Specialist

WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Customer Relations Specialist serves as the primary contact/liaison for Metro Transit and Metropolitan Council (bus, bus rapid transit, light rail, commuter rail) including regional fixed route transit service providers with regard to all phases of educating, responding and resolving customer inquiries and concerns.

The Customer Relations Specialist learns to serve Metro Transit's customers by building long term relationships with:

• External customers striving towards the goal of their continued ridership and reinforcing our positive Metro Transit brand.
• Internal customers from various divisions across the Metropolitan Council/Metro Transit, Metropolitan Transportation Services, Regional & Contracted Providers, Micro Transit, Metro Mobility, Transit Link to suggest, monitor, resolve and improve the customer experience.

Note: This posting is open to both internal and external applicants, however, internal candidates will receive priority. This posting is being used to fill two (2) immediate vacancies that will follow a hybrid (both remote and onsite) telework arrangement.

This posting will establish a six-month eligibility list for current and future positions (Note: future vacancies aren't guaranteed a hybrid-telework arrangement).

The hours will be Monday - Friday from 8:00 am - 4:30 pm and will include some holidays. The candidate's permanent residence must be in Minnesota or Wisconsin.

Hourly Pay Range: For candidates newly hired into the Amalgamated Transit Union (ATU) contract, starting wage is set by the ATU contract. Internal hires will follow Metropolitan Council's union wage guidelines.
What you would do in this job

Listen, comprehend, answer, document, investigate, problem solve, verify, educate, resolve, and respond to customer calls, emails, letters and in-person inquiries regarding the following:

• Bus service, stops, shelters, signage, fleet, detours, and operators (includes regional providers)
• Light Rail service, platforms, facilities, signage, announcements, signals/traffic lights or pedestrian crossings, fleet, bus bridges, and operators
• Commuter Rail service, platforms, facilities, signage, announcements, fleet, bus bridges, and conductors
• Red, A, C, D and Orange Line services, stations, facilities, signage, fleet, and operators
• Future transit projects & improvements i.e. Green & Blue Line Extension, and Bus Rapid Transit (B, E, F, G, H, Gold and Purple Lines)
• Fares, Go-To Card and Mobile App (Fixed Route, Light Rail, Commuter Rail, Bus Rapid Transit, Metro Mobility and Transit Link); replacements, deactivations, refunds, adjustments, system issues, registration, ticket vending machines, validators, readers, card vending machines and retail sales outlets, cash, tokens, coupons, and special event tickets
• Website; web store purchases/auto refill, credit card declines, password resets, trip planner, NexTrip, and computer navigation
• Safety, security, emergencies, crimes, injuries, and ADA compliance

Lost & found: routine inventory of incoming lost & found, reuniting customers, contacting buses, operators and garages.
What education and experience are required for this job (minimum qualifications)

Experience/Education Requirements:

• High School Diploma/GED AND five (5) years of related customer service experience (e.g., explaining services, problem solving, and taking/answering customer feedback via in-person, phone or email) in an office setting, some being within the last three (3) years.
  

What additional skills and experience would be helpful in this job (desired qualifications):

• Skilled using Microsoft Products and navigating multiple windows, screens and programs.
• Ability to type a minimum of 30 words per minute.
• Ability to provide exemplary customer service to public and other agencies within the organization. Requires tact, courtesy and cooperation in dealings with others where the primary purpose is the exchange of information. Promotes equitable, positive and respectful work environment that values cultural diversity among all employees and customers.
• Ability to work independently, make decisions, multi-task, prioritize, problem solve and resolution skills, close attention to detail as well has a high level of accuracy.
• Ability to communicate effectively with diverse customers (ASL, ESL, Relay and Language Line) and work groups including de-escalation).
• Ability to read and interpret documents.

What knowledge, skills and abilities you should have within the first six-months on the job:

• Knowledge of Metro Transit's service, structure, policies and procedures.
• Knowledge of Customer Relations Application, TX Base, Smartcom Data Portal, Online Schedules, Transit Master, Hastus, Audiolog, ATIS, and Cubic Nextfare, Go-To Multi-Point of Sales device, Metro Transit's retail sales database, Token Transit mobile app database, and navigating multiple windows, screens and programs.
• Knowledge of Regional Route, Transit Link (Dial a Ride) and Metro Mobility (Para Transit) service, structure, policies and procedures.
• Knowledge of Bus Operator's Rule Book and Guide.
• Geographical knowledge of the Metropolitan area and landmarks.
• Knowledge of American with Disabilities Act (ADA).
• Ability to interpret transit operating instructions, procedure manuals and operator maps.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us
Additional information

Union/Grade: Amalgamated Transit Union (ATU)/Grade 21
FLSA Status: Non-Exempt
Safety Sensitive: No

What your work environment would be:
You would perform your work in a highly structured controlled office setting with a moderate noise level.

Physical Requirements:
Ability to lift/carry/push/pull lost and found items weighing up to 25 pounds.

What steps the recruitment process involves:
1. We review your minimum qualifications.
2. We conduct a work record evaluation (for ATU employees only).
3. We rate your education and experience
4. We conduct a job assessment.
5. We conduct a structured panel interview.
6. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please email HR-

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