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Customer Experience Specialist

4 months ago

Grand Rapids, United States The Rapid Full time
Job DescriptionJob Description

The Rapid is looking for a full-time Customer Experience Specialist to join our team

Where public transportation goes, community grows.

If you are ready for a career where every day you are making a positive impact on our community, then it is time you explored The Rapid The Rapid is a public transportation organization headquartered in Grand Rapids, MI. We serve the following communities: Grand Rapids, East Grand Rapids, Grandville, Kentwood, Walker, and Wyoming.

Position Summary:

As a Customer Experience Specialist, you will provide customer service and support, including giving schedule/system information, fare sales, and the documentation and relaying of customer comments.

Here's what you can look forward to as a valued member of our team:

  • Hourly rate: $18.92
  • Health Insurance - We offer three medical plan options through Blue Cross Blue Shield Michigan (BCBSM) and Blue Care Network for you, your spouse, and/or children. A Health Savings Account with an employer contribution and match is available with our High Deductible Health Plan
  • Dental Insurance - The Rapid offers two dental options through BCBSM, including orthodontic coverage.
  • Vision Insurance - Is offered through BCBSM, utilizing the VSP network.
  • Retirement Contribution - We understand the importance of secure financial planning. You are eligible to participate in a 457 Retirement Saving plan on your first day. We offer an employer matching program
  • Life Insurance and Short-Term Disability -Benefit from basic life and AD&D Insurance and short-term disability provided by The Rapid.
  • Wellbeing and Fitness - We provide an employee assistance program. You can enjoy our onsite fitness center and gym membership reimbursement.
  • Explore your community - Your employee badge is your ticket (and your eligible dependents) to riding The Rapid for FREE
  • Vacation - Your vacation time accrues at 8 hours per month and Sick time accrues at 6 hours per month.

What will you be doing in this role:

  • Maintains a positive, empathetic, and professional attitude toward customers at all times.
  • Sells fare media (transit passes and tickets). Reconciles sales at the end of each shift. Maintains proper balance of cash and fare media. Monitors online sales. Prepares bulk ticket orders as needed and completes the appropriate paperwork. Works with the Finance Department as needed.
  • Provides accurate, timely information to customers on all aspects of operations.
  • Acts as key contact for customers regarding compliments, complaints, requests for service, etc. Elevates information as required to the appropriate person/department for follow-up.
  • Provides information regarding routes, schedules, and trip planning for customers.
  • Produces identification cards for ADA and reduced fare-eligible passengers.
  • Other duties as assigned.

To be successful in this role you will need:

  • High school diploma PLUS one (1) or more years of related experience
  • Basic computer skills including Microsoft Office. Ability to learn systems as required.

Physical Demands:

Employee must occasionally lift or move up to 25 pounds for movement of boxes, files or other items. May also include frequent bending, stooping, squatting, pushing and pulling. Employee is required to perform job duties in accordance with existing health and safety procedures and policies.


While performing the duties of this job, the employee is regularly required to sit for extended periods. The employee is frequently required to walk and stand. Use of hands and arms is necessary to reach or use various tools or objects. Specific vision abilities required by this job include close vision and ability to adjust focus.

The Rapid is an EEO Employer. Minorities, veterans, and women are encouraged to apply. The Rapid is committed to employing people with disabilities and making reasonable accommodations for them. Let our recruiter know if you need an to request an accommodation at any point during the application/interview process.