Customer Experience Coordinator

4 weeks ago

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

We are seeking a highly skilled and experienced Customer Experience Coordinator to join our team at the Denton County Transportation Authority. This role will be responsible for providing exceptional customer service to our passengers, ensuring a positive experience with our mobility solutions.

Key Responsibilities
  • Provide courteous and professional customer service to passengers, responding to inquiries and resolving issues in a timely and effective manner.
  • Lead a team of Customer Experience Coordinators, overseeing the daily operation of the Call Center and Lobby.
  • Assist peers with questions, errors, cash balancing, and escalated customer issues.
  • Perform customer service by answering incoming calls or assisting front window individual passengers, passenger representatives, medical and personal providers, and others in a timely and professional manner.
  • 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 while providing excellent customer service.
  • Assist with data entry, dispatching, scheduling, and all other customer service needs in order to provide demand-response and fixed route service to passengers.
  • Assist peers with questions, errors, cash balancing, and escalated customer issues.
  • Reviews and becomes familiar with special routes, policy changes, special service changes, and/or shuttles for various events.
  • Attempts to resolve unusual requests for route, fare information, or other difficult requests or problems.
  • Logs, and performs preliminary research into customer issues; responds or reports to Manager as appropriate.
  • Reviews and responds to voicemails, emails, and other indirect communications.
  • Processes transactions and distributes fare media.
  • Enters and documents customer trip requests for on-demand and demand response services through automated scheduling systems.
  • Responds to fixed-route and demand response passenger inquiries by checking on bus arrivals, fare inquiries, and trip planning and providing general customer service information.
  • Rides Agency buses at direction of supervisor to become familiar with Agency services, conducts passenger surveys, and provides community outreach.
  • Receives and documents calls pertaining to customer complaints, comments, and commendations. Mediates and resolves escalated customer complaints when necessary.
  • Accepts, logs, and records lost and found items. Assists customers with tracking and picking up lost & found items found on all services.
  • Maintains up-to-date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type, or other field entries.
  • Performs daily general administrative functions, including but not limited to receiving invoices, filing, recordkeeping, bulk mailings, tally sheets, etc.
  • Receive, maintain, and account for monies and provide payment receipts; ensure compliance with DCTA Customer Service internal cash handling policies.
  • Assist Community Relations and other departments to represent the Agency at events.
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 at least two years of driving history and possess a valid, unrestricted license.
Essential Knowledge & Skills
  • Strong customer service skills.
  • Ability to speak, read, and write in English clearly and proficiently. Bilingual in Spanish is preferred.
  • 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; uses appropriate grammar, accurate spelling, and punctuation when communicating through written form; communicates effectively with internal and external customers.
  • Must be self-motivated and demonstrate an ability to lead others.
  • Ability to establish and maintain effective working relationships with customers, employees, management, and the general public, including those from culturally diverse backgrounds, older adults, individuals with disabilities, and/or other vulnerable populations.
  • Ability to use or learn all system technologies required for the position, including computer equipment, general knowledge of Windows-based computer operating system and Microsoft Office package, and communications equipment such as two-way radio systems and multi-line phone systems.
  • Excellent organizational skills and time management to meet deadlines, and superior attention to detail.
  • Ability to record and enter data accurately and in a timely manner using internal software.
  • Knowledge of Federal Transit Administration (FTA) and Americans with Disabilities Act (ADA) preferred.
  • Knowledge of DCTA service area and services provided.

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