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Customer Experience Coordinator

2 months ago

Lewisville, United States Denton County Transportation Authority Full time
Description

This position is located in Denton, TX.

Acts as the initial and primary point of contact for potential and existing customers, providing information and customer service on DCTA's range of mobility solutions, including fixed route, demand response, on-demand, rail and other services for all modes. Assists in maintaining a high quality, responsive working environment and provides friendly, courteous customer service and accurate information. Primarily works in Denton. May be required to work in Lewisville as scheduled.
ESSENTIAL FUNCTIONS

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
  • Provides courteous, friendly, and accurate service to customers at all times.
  • Performs customer service by answering incoming calls or assisting front window individual passengers, passenger representatives, medical and personal providers, and others in a timely and professional manner; answers questions and provides accurate and timely information regarding on-demand services, fixed route transportation, route changes, fares, etc.
  • Assists customers with step-by-step trip planning and instruction. Assists customers in planning routes, considering desired arrival and departure times, and using schedules. Ability to manually create trip itineraries using guide, system map, stop list, etc., when access to trip planning software is unavailable.
  • Ability to learn multiple demand-response software platforms while providing excellent customer service.
  • Assists with data entry, dispatching, scheduling and all other customer service needs in order to provide demand-response and fixed route service to passengers.
  • Assist with Mail Courier duties when needed.
  • Assist peers with questions, errors, cash balancing, and escalated customer issues.
  • Reviews and becomes familiar with special routes, policy changes, special service changes and/or shuttles for various events.
  • Attempts to resolve unusual requests for route, fare information or other difficult requests or problems.
  • Logs, and performs preliminary research into customer issues; responds or reports to Manager as appropriate.
  • Reviews and responds to voicemails, emails, and other indirect communications.
  • Processes transactions and distributes fare media.
  • Enters and documents customer trip requests for on demand and demand response services through automated scheduling systems.
  • Responds to fixed-route and demand response passenger inquiries by checking on bus arrivals, fare inquiries, and trip planning and providing general customer service information.
  • Rides Agency buses at direction of supervisor to become familiar with Agency services, conducts passenger surveys, and provides community outreach.
  • Receives and documents calls pertaining to customer complaints, comments and commendations. Mediates and resolves escalated customer complaints when necessary.
  • Accepts, logs and records lost and found items. Assists customers with tracking and picking up lost & found items found on all services. Maintains up-to-date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type, or other field entries.
  • Performs daily general administrative functions, including but not limited to: receiving invoices, filing, recordkeeping, bulk mailings, tally sheets, etc.
  • Receive, maintain, and account for monies and provide payment receipts; ensure compliance with DCTA Customer Service internal cash handling policies.
  • Assist Community Relations and other departments to represent the Agency at events.
SUPERVISORY RESPONSIBILITIES

None.

Requirements

QUALIFICATION GUIDELINES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Where applicable, an equivalent combination of education and experience may be considered in lieu of education/experience listed below.

EXPERIENCE/EDUCATION (where applicable, an equivalent combination of education and experience may be considered)

Must be 18 years of age or older. High School Diploma or GED required. Three years of customer service experience required. At least one year of cash handling experience required. Previous experience with data entry or administrative support preferred but not required.

Applicants must have at least two years of driving history and possess a valid, unrestricted license.

Established driving history must be clear of the following:
  1. No moving violations on driving record within the last thirty- six (36) months.
  2. No accidents where the applicant has contributed to cause within the 3 years prior to the application date.
  3. Have appeared in court as required.
  4. No violations related to drugs/alcohol.


ESSENTIAL KNOWLEDGE & SKILLS
  • Strong customer service skills.
  • Ability to speak, read and write in English clearly and proficiently. Bilingual in Spanish is preferred.
  • Ability to work nights and weekends as needed to provide appropriate coverage in the Customer Service call center and lobby.
  • Ability to communicate effectively in both the written and spoken form; uses appropriate grammar, accurate spelling and punctuation when communicating through written form; communicates effectively with internal and external customers.
  • Ability to establish and maintain effective working relationships with customers, employees, management and the general public, including those from culturally diverse backgrounds, older adults, individuals with disabilities, and/or other vulnerable populations.
  • Ability to use or learn all system technologies required for the position, including computer equipment, general knowledge of Windows-based computer operating system and Microsoft Office package, and communications equipment such as two-way radio systems and multi-line phone systems.
  • Excellent organizational skills and time management to meet deadlines, and superior attention to detail.
  • Ability to record and enter data accurately and in a timely manner using internal software.
  • Knowledge of Federal Transit Administration (FTA) and Americans with Disabilities Act (ADA) preferred.
  • Knowledge of DCTA service area and services provided.


PHYSICAL ACTIVITIES: Physical activity includes, but is not limited to: on a continuous basis, sit at a desk for long periods of time; prolonged periods of work on the computer and/or phones; write or use keyboard to communicate through written means; repeated use of sight to read documents and computer monitors; repetitive hand motions, such as keyboarding, writing, 10-key; and hearing and speech to communicate both on the phone and in person. Frequently requires use of hands, fingers, repetitive hand/finger motions, and sitting. Occasionally requires kneeling, stooping, crouching, standing walking, reaching with hands and arms, lifting, pushing, and pulling up to 25 lbs. Repeated use of hearing and speech to communicate on telephone, radios, and in person.