Customer Experience Specialist

Description

Are you a natural problem solver? Do you enjoy helping people? We have a great opportunity for you that offers paid time off and holidays, a free transit pass, and other great benefits! This position comes with lots of room for growth and development. It is a career ladder position, meaning, after 2 years in the department with satisfactory work performance, you can be automatically promoted to a senior-level position.

Our Customer Service Team is looking for a Customer Focus Specialist. Your responsibilities will include:

• Enhancing UTAs reputation with customers and stakeholders by responding to service and ridership concerns, community complaints, and positive recognition.

• Handling on the phone rider and customer complaints regularly.

• Working within the organization as an advocate to ensure customer concerns are addressed and responded to in a timely manner.

• Analyzing customer trip history and evaluating account adjustment requests.

• Identifying trends; working closely with departments to identify root causes of customer service issues and developing solutions to improve service quality and mitigate problems.

Work Schedule

• The Customer Focus Specialist position is staffed in the office or work from home (W.F.H.) setting, determined by performance, from 6:00 am to 11:00 pm, Monday through Saturday, and 7:30 am to 6:00pm on Sundays. You may be asked to cover a shift any time during that time window.

• Shifts are generally four 10-hour shifts, either 6:00 AM - 4:30 PM OR 12:30 PM to 11:00 PM, with possible mid-shifts, and Sundays, 7:30 AM to 6:00 PM determined by seniority with a shift bid, which occurs on an as-needed basis.

• During your paid training, which lasts 4-6 weeks, you will work from 9:00-5:30, M-F. Your general work schedule will most likely change after training is completed.

• You must be willing to work nights, early mornings, weekends, and holidays as needed.

Minimum Qualifications

EXPERIENCE/EDUCATION/TRAINING

• 2 years providing customer service to the public in a position with excellent verbal and written communication, with one year being in a position of trust requiring self-management.

• 1 year of handling on-the-phone customer complaints preferred, but not required.

• Associates Degree in Business Administration or a related field such as Communications.

KNOWLEDGE/SKILLS/ABILITIES

• Experience investigating and resolving customer complaints.

• Basic proficiency in General Spelling/General Grammar.

• Basic proficiency in MS Outlook and Excel Preferred but not required.

• Intermediate proficiency in MS Word Preferred but not required.

• Ability to type 40 wpm. Preferred but not required

• Ability to speak a second language Preferred but not required.

• This job requires regular and predictable attendance.

- OR -

An equivalent combination of relevant education and experience.

[UTA reserves the right to determine the equivalencies of education and experience.]

• Health, dental, vision, life/AD&D, short-term and long-term disability insurance, with Flexible Spending and Dependent Care accounts. Choice between Traditional Co-Pay or High Deductible Health Plans for medical coverage. HSA with company match available to employees enrolled in the HDHP. Benefit plans include coverage for domestic partners (eligibility affidavit required for coverage).

• Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, domestic partners, and dependent children.

• 22 days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure at UTA.

• 10 paid holidays and two paid (2) floating holidays per year.

• Retirement options - Pension Plan with 5-year vesting schedule and 457 Contribution Plan, available for immediate contributions and company matching.

• Generous tuition reimbursement for higher education, available for any higher education degree (bachelor, master, or PHD). Course of study must be approved prior to enrollment.

• Training, development, and career advancement opportunities.

• Paid parental leave for birth, adoption, and child placement (after 12 months of employment).

• Free transit passes for employees, their spouses, and their dependent children.

• Employee assistance program includes counseling, legal services, financial planning, etc.

• UTA Well a comprehensive wellness program designed to support employees and dependents in their health and wellness goals.

• Free on-site fitness facilities and discounted membership to VASA Fitness and EoS Fitness.

• Discounted cell phone plans with T-Mobile.

• Pet insurance plan options (tailored plan coverage based on pets health and needs).

Utah Transit Authority is an Equal Opportunity Employer of all persons regardless of race, color, religion, sex, national origin, age, disability, covered veterans, sexual orientation, and gender identity. Women, minorities, and people with disabilities are encouraged to apply. Applicants needing an accommodation under the Americans with Disabilities Act for any part of the application process should contact UTA Human Resources at View phone number on click.appcast.io. A minimum of two work days' notice prior to the need for the accommodation is required.

Utah Transit Authority is a drug-free workplace, subject to federal drug and alcohol testing regulations under 49 CFR Part 40, 655, and 219. All offers for employment are contingent upon a successful pre-employment drug test. If a pre-employment test returns a non-negative result, an application for employment may be rejected. All employees are subject to reasonable suspicion and post-accident testing for drug and alcohol use. All safety sensitive employees are subject to random testing for drug and alcohol use.

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