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Client Relations Specialist

2 months ago

Eugene, Oregon, United States LTD Lane Transit District Full time
Position Overview

Are you passionate about teamwork, ongoing development, and community service? At Lane Transit District, we are committed to empowering individuals to reach their aspirations, fostering a dynamic, sustainable, and just community.

This rewarding career opportunity offers a competitive starting salary, a comprehensive benefits package, and a welcoming, inclusive workplace. We value diversity and are dedicated to enhancing representation across all workforce levels. We encourage applications from individuals of diverse backgrounds, including BIPOC, women, persons with disabilities, members of the LGBTQ community, and veterans.

General Summary

Under general oversight, the Customer Engagement Associate serves as a bridge between internal and external clients and service providers in the Lane County region. This role involves managing both incoming and outgoing customer interactions, resolving inquiries, concerns, and incidents within designated timeframes. The individual is expected to deliver exceptional customer service, prioritizing first-call resolution whenever feasible. The ability to work autonomously, as well as collaboratively within a team, is essential.

Key Responsibilities
  • Act as an ambassador for the District, promoting outstanding customer service.
  • Provide route and schedule information to customers through various communication channels, addressing inquiries related to District services.
  • Facilitate the sale of fare products and manage inventory; fulfill orders for passengers and service providers; maintain a sales drawer, including assigned fare inventory and cash fund.
  • Collect customer feedback via phone, in-person, and email.
  • Assist customers in applying for special District programs and maintain accurate records.
  • Support Customer Service training sessions as necessary.
  • Adhere to the District's lost and found policies and manage customer service documentation.
  • Prepare individual route and schedule documentation prior to service updates; maintain various records and operate office equipment.
  • Coordinate community outreach initiatives and deliver presentations as required.
  • Follow established operating procedures and directives from Transit Operations staff.
  • Perform additional related duties as assigned.
Supervisory Responsibilities

This position does not include supervisory duties.

Fiscal Responsibility

The incumbent does not possess financial authority but is responsible for handling cash and point-of-sale systems.

Minimum Qualifications

Required Education and Experience

  • Any equivalent combination of education and experience that provides the necessary knowledge, skills, and abilities to perform the job. Educational qualifications can substitute for years of experience. Typical qualifications include:
  • High school diploma or GED.
  • Two years of experience in direct sales or customer service roles, providing information to the public.
  • Proficiency in Microsoft Office Suite: Outlook, Excel, Word, and PowerPoint (assessed through testing).
  • General familiarity with computer software and functions.

Preferred Qualifications:

  • College coursework in relevant fields such as Business or English is advantageous.
  • Additional language proficiency.
  • Understanding of public transit systems and local service areas.
Technology Skills
  • Microsoft Office Suite: Outlook, Word, Excel, PowerPoint, Project, SharePoint, Visio, Teams.
Competencies for Successful Performance

Knowledge of:

  • Clerical tasks; computer literacy; proofreading standards; professional telephone and email etiquette.
  • Direct sales methodologies.

Ability to:

  • Communicate effectively in both written and verbal forms; deliver exceptional customer service; practice active listening; engage in critical thinking; maintain confidentiality; manage time efficiently.
  • Accurately handle cash inventory, interpret maps, and understand route and schedule information.
Position Type and Expected Hours of Work
  • This role may be performed in a standard office environment or remotely as approved. Occasional attendance at public meetings or events at various locations may be required.
  • Typical working hours are Monday through Friday, with shifts falling between 6:45 am and 6:15 pm (8-hour shifts).
  • Some irregular hours may be necessary for specific events and to engage with all employees.
Travel Requirements
  • Travel within the metropolitan area is necessary.
  • Occasional travel outside the region may be required.
Working Conditions & Physical Demands
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Human Collaboration & Job Impact
  • Interactions and discussions influence policy development and implementation. Engagement with external parties necessitates participative management skills that support teamwork and quality processes. The role significantly impacts the District in terms of time, financial resources, and public/employee relations.

Compensation:

This position is a full-time, non-exempt role, represented by a union, and is eligible for the union benefits package. The starting pay is $23.98 per hour.

Application Process:

Interested candidates should submit their resume and complete the required application and assessments. This position remains open until filled.

The Lane Transit District is an Affirmative Action/Equal Employment Opportunity Employer.