Customer Support Agent 1

Customer Support Agent 1

The Customer Support Agent 1 position serves as the primary contact for Metro Transit responding and resolving customer inquiries and concerns, maintaining and strengthening Metro Transit's relationship with its customers. Customer Support Agents document, investigate, and problem solve customer issues, providing the highest levels of customer care. This position utilizes a variety of modern tools, systems, and transit information technologies to provide accurate, customer-friendly information, as well as information about policies, procedures, fares, and events.

Please note that in this position you will need to be available to work any potential schedule during the following hours that the center is open: Monday Friday, 6:30 AM 8 PM and Saturday, 8 AM 4:30 PM. Times listed are in Central Time. Hourly Pay Range: For candidates newly hired into the Amalgamated Transit Union (ATU) contract, starting wage is set by the ATU contract. Internal hires will follow Metropolitan Council's union wage guidelines. Hire: $25.56 hourly After year one: $29.22 (Subject to contract change, based on ATU salary rates starting 8/1/2025) After year two: $32.87 (Subject to contract change, based on ATU salary rates starting 8/1/2025) After year three: $36.52 (Subject to contract change, based on ATU salary rates starting 8/1/2025) Note: This position is eligible for a hybrid (remote and onsite) telework arrangement. The candidate's permanent residence must reside in Minnesota or Wisconsin. This posting will establish a six (6) month Eligibility List for current and future openings.

What You Would Do In This Job

• Utilize full functionality of Customer Relationship Management (CRM) system to provide accurate information to address customer comments, concerns, and complaints.
• Develop expertise in CRM and fare payment technology to effectively review, investigate, resolve, and document customer contact details in CRM to ensure data is available to support department and agency decision making for projects and initiatives.
• Independently resolve most customer contacts as appropriate. Identify issues and trends that require higher-level escalation based on nature of contact. Ensure resolution occurs in a timely manner.
• Effectively and professionally communicate via verbal and written responses to customers.
• Utilize full functionality of modern trip planning software to interpret and apply data from trip plans, mapping tools, real-time systems, and other transit information systems to ensure customers have accurate, timely information.
• Document all customer contact details in the CRM system to ensure data is available to support department and agency decision making for projects and initiatives.
• Develop expertise in new CUBIC fare-payment systems to ensure accurate and timely resolution to customer fare payment and fare card issues.
• Support lost & found efforts by documenting lost items, confirming found items, supporting lost & found locker program and providing back-up support for Lost & Found Specialists as needed.

What Education And Experience Are Required For This Job (Minimum Qualifications)

• High School Diploma or general education degree (GED)
• At least three (3) years of experience providing customer service via phone, chat, text, email, or other channels.

What Additional Skills And Experience Would Be Helpful In This Job (Desired Qualifications):

• Experience responding to customer requests and complaints verbally and in writing
• Interest and enthusiasm for public transportation and transit information tools and systems
• Developing and managing relationships
• Skills in gathering and analyzing qualitative and quantitative data
• Project management practices and methodologies
• Knowledge of Americans with Disabilities Act (ADA) and related accessibility guidelines

What You Can Expect From Us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

Additional Information

Union/Grade : ATU Grade 39 FLSA: Non-Exempt Safety Sensitive: No What Your Work Environment Would Be: Work is performed in a standard office setting. Requires travel between primary work site to other Council work sites.

Benefits

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund
• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan
• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%
• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• View email address on click.appcast.io clinic
• bus/rail pass valued at over $1200 per year
• parking at many job locations
• fitness centers at many job locations
• Employee Assistance Program
• extensive health and wellness programs and resources

Metropolitan Council of the Twin Cities