Customer Focus 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 UTA’s 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.

• 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.

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.]

Pay Rate: $20.38 Per Hour

As a full-time Administrative Employee, your Total Rewards Benefits Package will include:

• 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…