Customer Experience Specialist

Job Information

Non-exempt; on-call (varying schedule; rotating shifts); no-benefits; grant-funded

Frederick County Transit Services is seeking a customer-focused individual to serve as a vital link between our riders and our Transit team. In this role, you will provide hands-on support to riders, help them understand and access transit services in both printed and digital formats, and ensure that customer concerns and service discrepancies are clearly communicated to Transit staff. Working under the supervision of the Deputy Director, you will ride bus routes to observe operations, assist passengers, support outreach for service changes, and maintain accurate and responsive communication with the public.

This position also plays an important role in identifying issues, supporting seniors and other riders with personalized assistance, managing special projects, and contributing to a positive experience for everyone who relies on Frederick County's transit system.

Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

• Ride the bus to note operational, bus stop sign, and shelter issues; answer passenger questions onboard buses and at transfer centers; communicate issues (e.g., buses are late, buses are dirty, shelters are damaged, signage is missing or out of date) to Transit staff
• Coordinate service change outreach; participate in answering questions, distributing service change information and bus schedule timetables at transfer centers, bus stops, community events, etc.
• Meet with staff to learn about proposed and upcoming route modifications, including new or moved bus stops and bus times; be prepared to answer passenger questions.
• Use Google Maps, Transit mobile app, and other related transportation technology to share information with passengers; note discrepancies between paper schedules and online transit data / apps; report discrepancies back to Transit staff
• Serve as liaison between customer and Transit staff; attend regular internal meetings to report collected customer service questions/concerns; develop and maintain communication to provide resolutions to the customer
• Provide comprehensive information/assistance to seniors, family members, veterans, and others by phone, in person, and workshops
• Distribute updated resource information as appropriate; assure that all inquiries receive comprehensive, timely and accurate replies
• Provide support to the Division Deputy Director to assist in the completion of tasks
• Manage special projects as assigned
• Regularly attend and set up outreach materials for community events (such as lifting boxes and setting up tables)
• Represent the Division at community outreach events as the primary point of contact to answer questions and distribute materials
• Perform other duties as required

To perform this job successfully, an employee must be able to perform all essential functions satisfactorily. Any employee's position may not be assigned all functions or equipment listed above, and the examples may not cover all functions or equipment that may be assigned. Reasonable accommodations may be provided to enable individuals with disabilities to perform their essential functions.

The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• High school…