Customer Experience Assistant
: Job Details :

Description

As customer service is the voice and face of NCTD, the Customer Experience Assistant (CEA) must possess exemplary skills in communication and be able to assist all customers. The CEA will help further NCTD's goals and objectives in providing top-notch customer service to all its passengers and ensuring that each passenger's transit experience is positive and enjoyable.

Under general supervision, the Customer Experience Assistant will perform specialized and complex customer service work at various customer service locations, in the District Call Center, in transit centers, in the field, and on-board modes of transportation. The Customer Experience Assistant will use proper cash handling methods to sell transit fare media, research and resolve fare and customer issues, process and respond to transit customer inquiries and complaints, process found items lost on modes, and perform other related work.

Distinguishing Characteristics

This position is only found in a Customer Experience Department. It is distinguished by its significant interaction with the public and its responsibility for providing exceptional service and communication to ensure that NCTD's customers have a positive experience utilizing District transit services.

Supervision Received and Exercised

The Customer Experience Assistant works under the moderate supervision of the Customer Experience Lead and the Customer Experience Manager. The Customer Experience Assistant does not exercise any supervisory duties.

Working Conditions

Normal working conditions for this position are in both an office and field setting. Travel may be required periodically between District sites, governmental agencies, consultants' facilities, and other locations are required. This position works in a transit office/store and call center environment requiring frequent interaction with the public. This position will be required to work at times when the Customer Experience Department or Call Center is open (Monday through Sunday and every holiday of the year). In addition, this position will be required to work at times out in the field and/or on board a mode of transit with significant public interaction. The position may work a variety of shifts including nights, weekends, and holidays at various District locations to accommodate the needs of the Department and customers. The position works defined schedules in which timed breaks and lunches are predefined. Reasonable accommodations may be made to enable individuals to perform the essential functions of the Customer Experience Assistant unless it would cause an undue hardship.

Examples of Duties

Essential Functions:

General duties at all locations may include, but are not limited to, the following:

* Provides exceptional service to NCTD customers on the phone, in person, and online as based upon situational needs and circumstances.

* Responds to inquiries from the public regarding transit services.

* Greets members of the public in person and via telephone.

* Effectively handles a high volume of customer calls, working within established and measurable call center metrics.

* Balances extraordinary service with fast-paced PC/phone multi-tasking skills while navigating through computer applications.

* Researches and resolves customer issues, always seeking the most productive outcome for both the customer and NCTD.

* Communicates effectively, sometimes in highly sensitive and/or stressful situations.

* Escalates issues appropriately.

* Develops and drafts customer correspondence in a timely manner and with a solution-focused orientation.

* Delivers passenger schedules and transit information to distribution locations.

* Processes and maintains lost and found items.

* Processes data and maintains the Department's databases.

* This position is an emergency critical position and will need to report should an emergency occur.

* Conducts surveys on board transit modes and at facilities to gather data and assess customer satisfaction.

* Provides general customer support regarding NCTD services, fares, and other information in the field at various rail or bus stations.

* Performs other related duties as assigned.

General duties at the Call Center may include, but are not limited to, the following:

* Greets members of the public via telephone.

* Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, trip planning requests, and complaints.

* Effectively handles a high volume of customer calls working within established and measurable call center metrics.

* Balances extraordinary service with fast-paced computer/phone multitasking skills while navigating through computer applications.

* Performs other related duties as assigned.

General duties at the Front Counter may include, but are not limited to, the following:

* Sells transit fare media and reconciles the cash register.

* Provides trip planning assistance to customers.

* Processes and completes applications for Senior/Disabled/Medicare reduced fares.

* Processes classroom day tripper passes, LIFT sales, and social service agency sales.

Qualifications

Education/Experience

* High School Diploma or GED is required. An associate degree or higher is highly desirable but not required.

* Two (2) years of front-line customer service experience in similar environment, including retail or call center, is required.

* Experience performing a variety of duties such as processing applications for service, responding to inquiries and complaints from the public regarding fares and types of services, researching and reconciling customer issues, performing trip planning, and run a cash register required.

* Bilingual skills in Spanish are highly desirable.

A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered.

Certificates/Licenses

Possession of and the ability to maintain a California driver's license, Class C, with less than 6 points in the preceding 36 month period and no DUIs in the preceding seven year period.

General Requirements

Must have reliable transportation.

Demonstrates proficiency with computers and computer software programs in a Windows environment. Must be proficient in Microsoft Office Software (Word, Excel, PowerPoint, and Outlook) Adobe Acrobat, Internet research, and social media.

Must be able to manager and maintain simultaneous, transitional, and emerging priorities.

Makes decisions, solves problems, resolves conflicts, exercises resourcefulness, and prioritizes tasks to meet a variety of demands.

Exceptional verbal and written communication skills required.

Physical Requirements

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee must possess the ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions and work with office equipment and lift up to 25 pounds on a daily basis. The employee must be able to hear, see, and communicate verbally to exchange information. The employee must be able to physically travel between District locations and other destinations, work in evenings when required, work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way. The employee may be subject to fumes, odors, dusts, gases, chemicals. The employee must be able to walk, climb, balance, bend, carry, push, reach, sit, and stand.

Machines / Tools / Equipment

* Ability to operate a personal computer and Microsoft Office Suite programs.

* Ability to operate standard office equipment, including a fax and scanner machine, laminate machine, copy machine, and telephone.

* Ability to carry and operate a mobile device & Laptop computer

* Ability to carry and operate a handheld radio.

* Ability to operate a Class C Vehicle

* Ability to travel on SPRINTER, BREEZE, and COASTER vehicles.

* Ability to operate a ticket vending machine and ticketing office terminal.

Supplemental Information

Application Information: All applicants must complete and submit an online application atwww.gonctd.com/careers. A job offer is contingent upon the successful completion of a pre-employment drug screen and background check.NCTD is an Equal Opportunity Employer.