Customer Experience Specialist

Job Description

Job Description

We are looking for a Customer Experience Specialist to support riders and visitors with knowledgeable, courteous service in Lansing, Michigan. This is a Contract position within the transport industry, focused on delivering a positive customer experience through responsive communication, accurate information sharing, and dependable administrative support. The ideal candidate is comfortable handling public inquiries, resolving service-related concerns, and managing daily transactions with a high level of accuracy and professionalism. Must be available: Monday-Friday 7am-7pm and Saturday and Sunday 8:50am-5pm . Shifts will vary, 40/hours a week.

Responsibilities:

• Guide customers on routes, fares, schedules, and available transit options so they can make informed travel decisions.

• Respond to questions, concerns, and service feedback from riders, vendors, and staff in a respectful and solution-oriented manner.

• Demonstrate emotional resilience and professionalism when assisting customers who may be experiencing frustration or service-related concerns, using de-escalation skills to maintain a positive customer experience.

• Handle lost-and-found intake and release activities in accordance with established organizational procedures.

• Complete daily sales and payment activities for fare products, including cash, check, and card transactions, while maintaining accurate reconciliations.

• Monitor and balance the cash drawer and fare media records to support reliable end-of-day accounting.

• Open and close customer service locations by following site procedures and maintaining readiness for daily operations.

• Provide coverage for front desk and customer experience team functions as needed, while supporting department projects, meetings, and training initiatives.

• At least 2 years of experience in customer service, customer experience, or a related public-facing role.

• Utilize strong communication and de-escalation skills to manage complaints, reduce conflict, and maintain a positive experience for customers and staff.

• Experience handling inbound calls, in-person inquiries, and complaint resolution in a fast-paced environment.

• Working knowledge of cash handling, payment processing, and transaction balancing practices.

• Strong organizational skills with attention to detail when maintaining records, reports, and service documentation.

• Flexibility to work varied schedules based on operational and staffing needs.