Customer Retention Specialist

Part Time Employees Must be able to work a minimum of 20 hours up to 29 hours each week. Work Schedule Must have a flexible schedule to work a minimum of 20 hours up to 29 hours each week. Location The tentative on-site work location for this part‑time opportunity will be on site at GoTriangle’s Regional Transit Center (RTC), 901 Slater Road, Durham, NC 27703. Pass Sales Information Desk Tentative PT Schedule Thursday, Friday and Saturday 12:00pm-9:00pm General Statement Of Job Duties This position entails handling routine inquiries and phone calls received from the general public via the GoTransit Regional Customer Information Center. Additionally, the role includes selling GoTriangle Fare Media in person at the Regional Pass Sales Office, located within GoTriangle’s Regional Transit Center Hub and/or GoTriangle’s Raleigh Union Station (RUSbus) information booth. Essential Duties and Responsibilities Answers incoming calls through a multi‑line phone system promptly and professionally, offering initial information on routes, transfers, paratransit, ridesharing services, etc. Utilizes transit itinerary software, digital maps and diverse resources to handle routine trip planning and ridesharing inquiries. Supports Partner Transit Agencies customer inquiries throughout the region. Reserves on‑demand rides using a micro‑transit application. Books emergency rides utilizing Share the Ride NC portal. Engages in face‑to‑face interactions with the public at GoTriangle service desk windows on behalf of Operations. Executes sales of Regional fare media via a computerized cash register system, managing transactions involving cash, checks, credit cards and ensuring accurate processing documented in daily financial reports. Receives and documents customer feedback in accordance with established standard operating procedures. Ensures adequate inventory of published service schedule brochures is maintained and mails as requested. Tracks and manages service‑related complaints, undertaking various record‑keeping responsibilities. Operates various office equipment as necessary. Prepares public correspondence and informational materials as required. Assists in organizational campaigns across multiple agencies. Receives continuous customer experience training and fundamental skills enhancement/development. Performs additional tasks as assigned and requested. Minimum Qualifications and Requirements Completion of high school diploma or equivalent education. Minimum two years of experience in customer service or a related field involving public contact interaction. Strong organizational skills and adeptness in multitasking. Proficient in handling cash and credit card transactions, maintaining accurate and balanced sales reports. Fluency in English with some proficiency in Spanish for communication. Bilingual preferred. Self‑assuredness in working independently. Capable of managing multiple tasks concurrently, including computer operations, handling multi‑line phones, various transit software applications and addressing in‑person inquiries. Perspectives warm conversational tone, demonstrating patience required for effective communication with the general public and staff. Commitment to working during inclement weather conditions and during holiday periods. Proficiency in MicrosoftSuite, including keyboard dexterity and comprehensive understanding. An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications. Working Conditions Works in an environment where there is minimum exposure to dust, noise, or extreme temperatures. Shares the work atmosphere with other customer service representatives. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided. Physical Requirements Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Must sit most of the time; walking and standing required only occasionally. EEO Statement GoTriangle is an equal‑opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected‑veteran and military status or other applicable legally protected characteristics. Accommodations GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact View phone number on click.appcast.io and indicate the specific assistance needed. Multiple positions may be filled for these types of roles given the transient nature of these positions. #J-18808-Ljbffr