Client Relations Specialist

2 weeks 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, a forward-thinking public transportation organization, we are dedicated to empowering individuals to reach their aspirations, fostering a more dynamic, sustainable, and inclusive community.

This is an exciting opportunity that offers a competitive starting salary, a comprehensive benefits package, and a welcoming, diverse workplace. We are committed to enhancing representation across all workforce levels and encourage applications from BIPOC, women, individuals with disabilities, members of the LGBTQ community, and veterans.

General Responsibilities

Under general supervision, the Customer Service Representative serves as a key point of contact for both internal and external clients in the Lane County region. Responsibilities include managing inbound and outbound customer interactions, resolving inquiries, concerns, and incidents promptly. This role emphasizes delivering exceptional customer service with a priority on first-call resolution.

Key Duties
  • Act as an ambassador for the District, promoting outstanding customer service.
  • Provide route and schedule information to customers through various communication channels, addressing inquiries about District services.
  • Process fare product sales and manage inventory, ensuring accurate distribution of fare instruments and bus schedule information.
  • Collect customer feedback via phone, in-person, and email.
  • Assist customers with applications for special District programs and maintain relevant records.
  • Support Customer Service training sessions as needed.
  • Adhere to the District's lost and found policies and manage customer service documentation.
  • Prepare individual route and schedule documentation prior to service modifications and maintain various records.
  • Coordinate community outreach initiatives and deliver presentations as required.
  • Follow operational procedures and directives from Transit Operations staff.
  • Perform additional related tasks as assigned.
Supervisory Role

This position does not include supervisory responsibilities.

Financial Accountability

While this role does not hold financial authority, it involves handling cash and point-of-sale systems.

Qualifications

Required Education and Experience:

  • High school diploma or GED.
  • Two years of experience in direct sales or customer service, with a focus on information dissemination.
  • Proficiency in Microsoft Office Suite: Outlook, Excel, Word, and PowerPoint (skills will be assessed).
  • General knowledge of computer software and functionalities.

Preferred Qualifications:

  • College coursework in relevant fields such as Business or English.
  • Additional language proficiency.
  • Familiarity with public transit systems and local service areas.
Technical Skills
  • Microsoft Office Suite: Outlook, Word, Excel, PowerPoint, Project, SharePoint, Visio, Teams.
Competencies for Success

Knowledge:

  • Clerical tasks; computer literacy; proofreading standards; professional communication etiquette.
  • Direct sales methodologies.

Skills:

  • Effective written and verbal communication; excellent customer service; active listening; critical thinking; confidentiality; time management.
  • Ability to accurately manage cash inventory and interpret route and schedule information.
Work Environment
  • This role may involve working in a standard office setting or a remote location as approved. Attendance at public meetings and events at various District locations may be required.
  • Standard working hours are Monday through Friday, with shifts falling between 6:45 am and 6:15 pm.
  • Occasional irregular hours may be necessary for specific events.
Travel Requirements
  • Travel within the metropolitan area is necessary.
  • Occasional travel outside the region may be required.
Working Conditions

Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

Impact of Role

Interactions and communications significantly influence policy development and implementation. Engaging with external stakeholders requires participative management skills that enhance team collaboration and quality processes.

Compensation

This is a full-time, non-exempt position within a union framework, eligible for union benefits. The starting pay is $23.98 per hour.

Application Process

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

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

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