Job Description

We are hiring an individual who will serve as a first point of contact for riders of Valley Metro Transit services, providing exceptional service by addressing inquiries, resolving issues, and offering service and route information. We are a contractor with Valley Metro that has been assigned the task of providing customer service for the fare support of the Phoenix transit system. Currently, we have an opening for a bilingual English/Spanish speaker.

Duties and Responsibilities

• Strong Communication Skills
• Answering customer calls promptly and professionally
• Listening attentively to customer concerns and questions
• Providing accurate information about products and services
• Resolving customer issues and complaints effectively
• Maintaining detailed customer records and tracking call information
• Following company policies and procedures for customer service
• Adhering to call quality standards and metrics
• Using a variety of computer hardware and software while performing work
• Providing customer service based on policies and procedures
• Maintaining attention to detail and accuracy
• Explaining and applying policies of Fare System
• Answering high-volume phone calls
• Working independently and with team members

Requirements

• High School Diploma or G.E.D. plus one (1) year of customer service or call center experience providing information, responding and resolving customer inquiries, OR, any combination of education and/or experience sufficient to successfully perform the essential duties as listed may be considered.
• Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs simultaneously.
• Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
• Must possess the ability to demonstrate excellent communication skills.

Desired Qualification:

• Bilingual English/Spanish (position is eligible for bi-lingual pay)
• Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation fare services
• Operates computer and other standard office equipment required to communicate and assist customers.
• Ability to troubleshoot passenger issues.
• Handles progressively more complex/sensitive customer situations involving resolution and escalations as proficiency is achieved; clarifies customer complaint; 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.

Knowledge of

• Call-Center Software (Salesforce)
• Record keeping systems and the operation of office equipment, computers, and associated software
• Techniques for dealing effectively with co-workers and the public in person and over the phone
• Correct business English, including spelling, grammar and punctuation
• Phone and email etiquette

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off to cover Vacation, Sick & Public Holidays
• Short Term & Long Term Disability
• Training & Development