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Client Support Specialist

2 months ago

Flint, Michigan, United States MTA, Inc. Full time
MTA, Inc.

POSITION: CUSTOMER SERVICE REPRESENTATIVE

ROLE OVERVIEW:

The Customer Service Representative acts as the primary liaison for the cashless fare system, managing all incoming inquiries via telephone and providing essential route and schedule information to the public as needed. Additional responsibilities will be assigned as required.

REPORTING STRUCTURE:
Supervised by the Fare Collection Customer Service Supervisor.

KEY RESPONSIBILITIES:
  • Engage with MTA customers in a positive, calm, and cooperative manner to address inquiries, provide directions, and resolve conflicts effectively.
  • Handle incoming calls through a multi-line phone system and respond to email inquiries from the public regarding the MTA Fare payment system.
  • Document customer feedback, including comments, complaints, and commendations, in the Agency database.
  • Administer monthly pass programs in accordance with Agency procedures, including Employer Supported Program (ESP), Pass Sales Outlets (PSO), and Reduced Fare Programs.
  • Oversee the inventory and distribution of passes.
  • Issue photo identification cards as necessary.
  • Assist customers in setting up accounts with the MTA Fare Payment system.
  • Provide support to customers facing issues with their fare payment accounts.
  • Guide customers in the operation of ticket vending machines (TVM).
  • Facilitate the transition of current MTA eligibility customers to the new fare payment eligibility system.
  • Perform additional duties as assigned.
EDUCATION AND EXPERIENCE:
  • High School Diploma or equivalent.
  • Minimum one year of experience in customer service.
  • Experience in a high-volume call center or working with the general public is preferred.
  • Bilingual candidates are preferred.
  • Flexibility to work off-hours shifts as required.
SKILLS REQUIRED:

Knowledge of:
  • Principles and practices of delivering exceptional customer service in a tactful and effective manner.
Skills or Abilities to:
  • Exhibit a courteous, patient, helpful, and positive demeanor.
  • Communicate clearly and coherently in English; proficiency in Spanish is preferred.
  • Utilize Microsoft Office software for word processing and database management.
  • Maintain attention to detail in high-pressure situations.
  • Learn additional software related to Transit and/or Customer Service.
COMPETENCIES:
  • Adherence to policies and procedures.
  • Commitment to serving customers.
  • Demonstrating care and understanding.
PERFORMANCE STANDARDS:
  • Ensure timely and efficient handling of all incoming calls.
  • Maintain accurate records of all customer feedback received.
  • Exhibit professional and courteous conduct when interacting with the public, supervisors, and colleagues.
  • Deliver timely and professional productivity in handling reports and related tasks.
  • Adhere strictly to all applicable MTA policies and procedures to ensure effective workflow.
  • Exercise sound judgment when making statements or recommendations on behalf of MTA.
PHYSICAL REQUIREMENTS:

This position typically requires:
  • Extended periods of sitting and reaching.
  • Frequent use of hands, fingers, and arms for handling office equipment.
  • Occasional bending, stooping, crouching, and lifting.
  • Ability to exert up to 50 pounds in pushing, pulling, or lifting.
  • Clarity of vision for reading and entering numerical data.
WORK ENVIRONMENT:

The characteristics of the work environment are representative of those encountered while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.