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Customer Advocate I

2 months ago

Sacramento, United States Sacramento Regional Transit Full time

The purpose of this position is to assist customers by receiving and processing service complaints, comments, employee commendations, and inquiries. This includes problem-solving and mediating unexpected and unusual issues directly from the general public to determine potential Regional Transit policy and regulation compliance issues. Responsibilities include: Processing incoming customer contacts received through written and electronic correspondence and via telephone. Maintaining records of all customer contacts in the database. Researching and resolving or escalating issues/comments to the appropriate department. Completing and obtaining customer signature on Passenger Service Reports (PSR) for official complaints. Corresponding with customers regarding the status of complaints. Other duties include tracking, recording, and reporting information; preparing documents, reports, and correspondence; coordinating schedules and meetings; and completing related administrative duties. Minimum Requirements: Formal Education:

High School Diploma or GED equivalent. Experience:

A minimum of one (1) year of general office or administrative support experience which must have included substantial public contact and customer service work. Certification & Other Requirement:

Typing Certificate verifying a minimum typing speed of 40 net words per minute. Applicants must have the ability to type accurately at a net rate of 40 words per minute.

At the time of application, applicants must submit a typing certificate, less than two (2) years old (dated between July 9, 2022, and July 22, 2024), and MUST include: (1) A statement that it was a 5-minute timed test; (2) Total gross words per minute and number of errors; (3) Date the typing test was administered; and (4) Name of the instructor or certifying official administering the test. Online typing tests and certificates will not be accepted. Current SacRT employees in classifications with a typing requirement that is at or above the required net rate of 40 words per minute do not need to submit typing certificates. A completed employment application and typing certificate, as outlined above, must be submitted online no later than Monday, July 22, 2024, at 11:59 p.m. SacRT will not process incomplete applications. Resumes are not accepted in lieu of an application but may be included with the application. SacRT is an Equal Opportunity EOE Employer - Minorities/Women/Disabled/Veterans. This position falls under the AFSCME, Local 146 Bargaining Agreement.

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