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Client Engagement Coordinator

2 months ago

Minneapolis, Minnesota, United States Metropolitan Council Full time
WHO WE ARE
We are the Metropolitan Council, the regional governing body for the seven-county Twin Cities metropolitan area.

Our mission is to plan for the future of the metropolitan area over the next 30 years, providing essential services in transportation, wastewater management, and housing.

For more details about our organization, please visit our website.

We are dedicated to fostering a diverse workforce that mirrors the communities we serve.


Metro Transit is recognized as one of the largest transit systems in the nation, employing over 3,000 individuals and facilitating more than 80 million rides annually through a comprehensive network of buses, light rail, and commuter trains, along with resources for carpooling, vanpooling, walking, or biking in the Twin Cities.

Your Contribution to Our Organization:


The Client Engagement Coordinator acts as the primary point of contact for Metro Transit and the Metropolitan Council, collaborating with regional fixed-route transit service providers to educate, respond to, and resolve customer inquiries and concerns.

This role involves building enduring relationships with:

- External clients, focusing on enhancing their continued ridership and reinforcing the positive image of Metro Transit.
- Internal stakeholders across various divisions within the Metropolitan Council/Metro Transit to suggest, monitor, resolve, and enhance the customer experience.

Note:
This position is open to both internal and external candidates; however, internal applicants will be given priority.

This recruitment is aimed at filling two immediate vacancies that will follow a hybrid work arrangement (both remote and onsite).

This recruitment will also create a six-month eligibility list for current and future roles.
Work Schedule:
The hours are Monday to Friday from 8:00 am to 4:30 pm, including some holidays. Candidates must reside in Minnesota or Wisconsin.

Compensation:

For new hires under the Amalgamated Transit Union (ATU) contract, starting wages are determined by the ATU contract. Internal hires will adhere to the Metropolitan Council's union wage guidelines.

Key Responsibilities:

In this role, you will:

  • Listen, comprehend, and respond to customer inquiries via calls, emails, letters, and in-person interactions regarding:
    • Bus services, stops, shelters, signage, detours, and operators (including regional providers)
    • Light Rail services, platforms, facilities, signage, announcements, and operators
    • Commuter Rail services, platforms, facilities, signage, and conductors
    • Various transit services and future projects, including fare management and mobile applications
    • Safety, security, emergencies, and ADA compliance
    • Lost & found management, including routine inventory and customer reunification
Qualifications:

Minimum Requirements:
High School Diploma/GED AND five (5) years of relevant customer service experience (e.g., explaining services, problem-solving, and handling customer feedback) in an office environment, with some experience within the last three (3) years.

Preferred Skills:
- Proficiency in Microsoft Products and ability to navigate multiple applications.
- Typing speed of at least 30 words per minute.
- Strong customer service skills, requiring tact, courtesy, and cooperation in information exchange.
- Ability to work independently, make decisions, multi-task, prioritize, and maintain attention to detail.
- Effective communication skills with diverse customer groups, including de-escalation techniques.
- Ability to read and interpret various documents.

Knowledge Requirements:
Within the first six months, you should acquire knowledge of Metro Transit's services, policies, and procedures, as well as relevant applications and databases.

What We Offer:

We provide an opportunity to make a meaningful impact in the Twin Cities metropolitan area. Our employees are encouraged to enhance their skills through on-site training and tuition reimbursement. We offer a competitive salary, excellent benefits, and a favorable work/life balance.

Additional Information:
- Union/Grade: Amalgamated Transit Union (ATU)/Grade 21
- FLSA Status: Non-Exempt
Work Environment:
You will work in a structured office setting with a moderate noise level.
Physical Requirements:
Ability to lift/carry/push/pull items weighing up to 25 pounds.
Recruitment Process:
  • Review of minimum qualifications.
  • Work record evaluation (for ATU employees only).
  • Rating of education and experience.
  • Job assessment.
  • Structured panel interview.
  • Selection interview.

Successful candidates will undergo a drug test (for safety-sensitive positions) and a background check. The Metropolitan Council considers criminal convictions on a case-by-case basis.

IMPORTANT:
Providing false information or withholding details may result in disqualification from consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer, committed to a diverse workforce. We strongly encourage applications from individuals of color, LGBTQ community members, individuals with disabilities, women, and veterans.