Customer Support Agent I

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Summary

Upon successfully comple ting initial training period, this position will be eligible for remote work.

Are you passionate about providing exceptional customer service? If so, join the Valley Metro team as a Customer Support Agent I. This position is call center based and is responsible for assisting Valley Metro riders with trip planning to ensure residents of the Phoenix Metro have the information they need to reach their destination and customer complaint calls. Valley Metro provides light rail, bus, streetcar, and paratransit services.

The Customer Support Agent I is responsible for handling incoming customer calls to Valley Metro's customer service number. The Customer Support Agent I will learn Valley Metro policies, procedures, transit service programs, and call-center systems. Job duties will become more varied and responsible as experience and proficiency are demonstrated.

This position in a non-exempt (hourly) position.

Valley Metro is an Equal Opportunity/Affirmative Action employer.

Minimum Qualifications & Requirements

High School Diploma or GED plus o ne (1) year of customer service or call center experience providing information, responding and resolving customer inquiries, OR , an equivalent combination or education and experience to successfully perform the essential duties as listed may be considered. Human Resources reserves the right to call only the most qualified applicants to the selection process. Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs. Must be available to work various shifts, with various days off and variable work hours, including holidays. Must successfully complete a 5-week in person training program. Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines. Must possess ability to demonstrate excellent communication skills. Background Investigation: Employment is contingent upon the results of a background check.

Examples of Duties / Knowledge & Skills

The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation services, bus and light rail schedules, stop locations, detours, trip planning, fares, and lost and found. Operates computer terminal and other standard office equipment required to communicate and assist customers. Reviews scheduling data to ensure trip selection is most efficient; utilizes street map directory, computer terminal, other transit information and reference materials, and makes general conclusions based upon established service area parameters. Performs a variety of clerical tasks such as: responding to customer suggestions, requests and complaints; enters complaints into the customer contact system; responds to customer emails utilizing proper English grammar, spelling and functions; sorts mail; performs record keeping activities. Monitors location of buses and follows up on possible route detours or delays. Responds to ADA, Paratransit, and Field Trip calls; creates eligibility customer files and creates customer complaint files. Assists with customer service training support including mentoring and side-by-side training of team members, answers questions from less experienced staff regarding established operating procedures and guidelines. Provides support as assigned to backup lead Customer Support Agents. Handles more complex/sensitive customer situations involving resolution and escalations; clarifies customer complaints; determines cause of the problem, selects, and explains the best solution and alternatives. Provides additional information and assistance to internal and external customers as required. Contributes to team efforts and represents the Agency's core values in the performance of duties. Performs other duties of similar nature and level as assigned. Knowledge of: Call-Center Software (Cisco, Finesse, Encore, NICE and Trip Planning - ATIS & Alerts) Record keeping systems and the operation of office equipment, computers, and associated software Standard agency policies, practices, and procedures Modern office principles and practices Metropolitan area geography, streets, and highways Techniques for dealing effectively with co-workers and the public in person and over the phone Correct business English, including spelling, grammar, and punctuation ADA and other pertinent laws and regulations Phone etiquette Skills in: Strong Communication Skills Using a variety of computer hardware and software in the course of the work Providing customer service based on policies and procedures Operating modern office equipment Multi-tasking Maintaining attention to detail and accuracy Explaining and applying policies and procedures Answering high-volume phone calls Working independently Communicating in order to interact with co-workers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction

Physical Demands / Work Environment

Physical Demands: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Work Environment: Positions in this class typically require talking, hearing, and seeing. Valley Metro complies with ADA/EEOC requirements with respect to reasonable accommodation for people with disabilities.