Customer Service Specialist

4 months ago

Des Moines, United States Ridedart Full time

** DART**

** Customer Service Specialist (full-time)**

Des Moines, IA 50309

**The Des Moines Area Regional Transit Authority (DART) is the largest public transit agency in Iowa, serving 12 communities in and around Polk County to varying degrees. Those include Altoona, Ankeny, Bondurant, Clive, Des Moines, Grimes, Johnston, Pleasant Hill, Polk County, Urbandale, West Des Moines and Windsor Heights. DART is a leader in improving Central Iowa citizens quality of life by placing the customer first while providing safe, innovative and efficient public transportation service to the region.**

*Health Insurance*

*Dental Coverage*

*Vision Care*

*Group Life Insurance*

*Deferred Compensation Plan*

*I.P.E.R.S. Retirement System*

*Long Term Disability*

*Short Term Disability*

*Flexible Benefit Plans*

*Market-Competitive Paid Time Off (PTO)*

*Tuition Assistance*

*Holidays*

**Position Summary:**

The Customer Service Specialist will provide prompt, accurate and courteous customer services regarding customer schedules and customer concerns /complaints while projecting a positive image of the Agency to the customer(s). This occurs via walk-ins, large volume telephone and email for Agency customers.

**Tentative Schedule:** The Customer Service Department is open Monday-Friday from 6:00 am to 7:00 pm and Saturday-Sunday from 8:00 am to 4:00 pm. The ideal candidate will be flexible with their schedule and should be able to work any assigned shift during the Department's hours of operation with one confirmed weekend shift. The official schedule will be provided upon hire.

**Essential Functions of this Position:**

* Interact with customers positively, calmly and cooperatively to answer questions, give directions and de-escalate conflict as needed

+ Direct customers to their destination by the quickest and most convenient transit route; indicate the location of passenger stops; inform customers of fares, regulations and transfer rules

+ Respond to unusual and difficult circumstances including emergency calls, customers with language or speech barriers, upset customers and customers with special needs.

+ Assist customers with basic myDART Application questions and/or issues

* Respond to a high volume of telephone calls via a multi-line phone system and email requests from the general public regarding transit routes, schedules and fare information.

* Record customer comments, complaints, commendations and recommendations via Agency database

* Administer monthly pass programs as required by Agency procedures to include Employer Supported Program (ESP), Pass Sales Outlets (PSO) and Opportunity Thru Transit (OTT), and Reduced Fare Program

+ Process client applications and determine eligibility

+ Manage the inventory and distribution of passes

+ Maintain database(s) of client information

+ Issue Photo ID cards as needed

**Non-essential Functions of this Position:**

* Perform general office duties including typing, filing, assembling, copying and processing incoming and outgoing mail for the department.

* Update website with various information such as detour notices, press releases, weather advisories/updates and Commission Packets/Minutes

* Manage Agency displays of customer information including route maps, information bulletins, etc.

**Education and/or Experience:**

* High School Diploma or equivalent

* One year experience in customer service

* Previous customer service experience in a high-volume call center and/or working with the general public preferred

* Spanish speaking preferred

* Must be flexible and able to work off-hours shifts as required

**Knowledge, Skills and Abilities:**

***Knowledge of:***

* Des Moines and surrounding area city streets, landmarks and related geography in DART service areas

* Principles and practices of providing excellent customer service in a tactful and effective manner

***Skill or Ability to:***

* Read our city maps and communicate directions to others

* Project a courteous, patient, helpful and positive attitude

* Understand and speak the English language clearly, concisely and coherently with or without corrective devices; Bilingual is a plus

* Perform word processing and database management using Microsoft Office software

* Handle monetary transactions; basic math skills

* Maintain attention to detail in stressful or adversary situations

* Learn additional software related to Transit and/or Customer Service

* Operate an automobile safely

***Competency to:***

* Follow Policies and Procedures

* Serve Customers

* Show Care and Understanding

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