Customer Support Agent 1

Customer Support Agent 1

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides more than 80 million rides a year through an integrated network of buses and light rail, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region: 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.

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 knowledge, skills and abilities you should have within the first six months of the job:

• Knowledge of Metropolitan area, basic geography, prominent landmarks and locations
• Knowledge of Metro Transit's service, structure, policies, and procedures
• Skill in providing effective, accurate, and courteous customer service under stressful conditions and for diverse groups of individuals.
• Skill in detailed documentation and data analysis.
• Skill in Microsoft office products and navigating multiple screens & programs
• Skill in providing accurate and detailed information clearly
• Skill in customer service techniques and methodologies
• Skill in multi-tasking and problem solving
• Ability to instruct and educate customers in-person
• Ability to empathize with riders and quickly understand issues
• Ability to read and comprehend maps, schedules, policies, and procedures
• Ability to work independently with minimal supervision
• Ability to communicate effectively verbally and in written communication
• Ability to analyze and interpret data

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.