Customer Experience Rep

CUSTOMER EXPERIENCE REPRESENTATIVE

Job Summary - Essential Functions:

The Customer Experience Representative is located at the CATA Transportation Center ("CTC"), the Multi-Modal Gateway, or at the CATA Administrative Offices and is responsible for providing information to the public regarding CATA services, sales of CATA fare media (tokens, passes, etc.), and positive public relations. The role requires the ability to work flexible hours and days as assigned. The essential functions include the following:

Customer Service (35%)

• Provide accurate fare, route, and other CATA information to the public, maintaining full knowledge of all routes and schedules

• Assist customers in understanding how best to use CATA services

• Communicate with customers, vendors, and all CATA employees in a friendly, courteous, and professional manner

• Process lost and found items and distribute according to company policy

• Follow high standards and practices at all times by utilizing concepts learned in customer service training modules

• Maintain service and quality standards

• Work flexible and varied schedules, as needed to meet staffing requirements

Communications (25%)

• Communicate effectively and accurately with customers, vendors, and team members in person, via the phone, and via other CATA technology including email and live chat

• Receive, record, and process customer comments and complaints relating to CATA services, employees, and facilities

• Provide timely, reliable, and effective reports and communications, written and verbal

Currency Management (30%)

• Sell fare media (tokens, passes, etc.) to customers

• Process daily cash, check, and credit/debit receipts accurately and reconcile transactions

• Balance the cash drawer and reconcile fare media sales

• Oversee and maintain the CATA club Cards Program

Administrative Duties – CTC/MMG (10%)

• Open and close the CTC Information Booth & Multimodal Gateway in compliance with established procedures at each location.

• Know and apply CATA's policies and procedures

• Provide backup and relief for the Front Desk Representative and other Customer Experience Representatives

• Follow and promote safe work practices and all CATA safety rules, policies, and procedures

• Assist the Customer Experience Manager, as requested, by providing assistance with various department projects and team initiatives

• Actively participate in all team meetings and team training initiatives

Administrative Duties – Administrative Offices, Tranter Street (10%)

• Open the Administrative Offices promptly at 8:00 am daily

• Receive, date stamp, and distribute all incoming mail to appropriate employee mailboxes

• Route legal mail and deliveries (notices, court mail, etc.) per procedures

• Accept and reconcile with the Finance Department incoming checks and cash and balance the daily sheet

• Know and apply CATA's policies and procedures

• Follow and promote safe work practices and all CATA safety rules, policies, and procedures

• Assist the Customer Experience Manager, as requested, by providing assistance with various department projects and team initiatives

• Actively participate in all team meetings and team training initiatives

Reports To:          Customer Experience Manager

Required Competencies:

• Service-Oriented
• Effective Multi-Tasker
• Technology Savvy
• Conflict Resolution
• Positive Attitude
• Team-Centered Approach

Qualifications:

• High School diploma or General Education Degree (GED), with experience in retail, call center or working directly with the public

• Experience with retail cash, check, and credit/debit transactions

• Proficient map reading, math, grammar/punctuation and computer skills, including the Microsoft Suite (Outlook, Word, Excel and Access)

• Proficient proof reading and data entry skills

• Able to communicate effectively, handle details, meet deadlines, and work both independently and under general direction

• Professional appearance

• Able to perform essential functions and duties and to perform other tasks as assigned.

• Cooperative, willing to work with and learn from others, and able to respond productively to change

• Punctual and reliable attendance as necessary to meet ongoing service requirements for public transportation

• Ability to work well under pressure during periods of high call volume and/or in person interactions.

THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED.