Customer Experience Coordinator

4 weeks ago


Lewisville, Texas, United States Denton County Transportation Authority Full time
Job Description

This position is located in Denton, TX, and is responsible for providing exceptional customer service to potential and existing customers of the Denton County Transportation Authority (DCTA). The Customer Experience Coordinator will serve as the primary point of contact for customers, providing information and assistance on DCTA's range of mobility solutions, including fixed route, demand response, and on-demand services.

Key Responsibilities
  • Provide courteous, friendly, and accurate service to customers at all times.
  • Perform customer service by answering incoming calls, assisting front window individual passengers, and providing accurate and timely information regarding on-demand services, fixed route transportation, route changes, fares, etc.
  • Assist customers with step-by-step trip planning and instruction, including creating trip itineraries using guide, system map, stop list, etc.
  • Learn multiple demand-response software platforms and provide excellent customer service.
  • Assist with data entry, dispatching, scheduling, and all other customer service needs to provide demand-response and fixed route service to passengers.
  • Perform daily general administrative functions, including receiving invoices, filing, recordkeeping, bulk mailings, tally sheets, etc.
  • Receive, maintain, and account for monies and provide payment receipts, ensuring compliance with DCTA Customer Service internal cash handling policies.
Requirements
  • 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 a valid, unrestricted license.
Essential Knowledge & Skills
  • Strong customer service skills.
  • Ability to speak, read, and write in English clearly and proficiently.
  • 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.
  • Ability to establish and maintain effective working relationships with customers, employees, management, and the general public.
  • Ability to use or learn all system technologies required for the position.
  • Excellent organizational skills and time management to meet deadlines.
  • Ability to record and enter data accurately and in a timely manner using internal software.


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