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Client Relations Associate

2 months ago

Des Moines, Iowa, United States Ridedart Full time

Company Overview:

Ridedart

Position Title: Customer Service Specialist

Location: Des Moines, IA

About Us: Ridedart is a prominent public transit organization dedicated to enhancing the quality of life for Central Iowa residents. We prioritize customer satisfaction while delivering safe, innovative, and efficient transportation services across multiple communities.

Benefits:

  • 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 is responsible for delivering prompt, accurate, and courteous assistance to customers regarding schedules and addressing concerns or complaints. This role is essential in projecting a positive image of Ridedart through various communication channels, including in-person interactions, phone calls, and emails.

Work Schedule: The Customer Service Department operates Monday through Friday from 6:00 am to 7:00 pm and Saturday-Sunday from 8:00 am to 4:00 pm. Flexibility in scheduling is required, including the ability to work assigned shifts and one confirmed weekend shift.

Compensation: The salary range for this position is $37,000 to $39,500 per year, based on qualifications and experience.

Key Responsibilities:

  • Engage with customers in a positive and cooperative manner to provide assistance and resolve issues.
  • Guide customers to their destinations using the most efficient transit routes and inform them about fares and regulations.
  • Handle challenging situations, including emergency calls and customers with special needs.
  • Assist customers with inquiries related to the myDART Application.
  • Manage a high volume of calls and emails regarding transit information.
  • Document customer feedback and maintain records in the Agency database.
  • Administer various pass programs in accordance with Agency policies.
  • Process applications and determine eligibility for services.
  • Oversee inventory and distribution of transit passes.
  • Issue Photo ID cards as necessary.

Additional Duties:

Perform general office tasks such as typing, filing, and managing incoming and outgoing correspondence. Update the website with relevant information and manage displays of customer information.

Qualifications:

  • High School Diploma or equivalent.
  • Minimum of one year of experience in customer service.
  • Preferred experience in a high-volume call center or public-facing role.
  • Spanish language skills are a plus.
  • Must be adaptable and willing to work varied shifts as needed.