Customer Care Agent

Long Beach Transit•Long Beach, CA

About The Position

Thank you for your interest in working for Long Beach Transit. We are hiring, and all LBT job applications must be submitted online through our career's website. Long Beach Transit (LBT) is dedicated to connecting communities and moving people…making everyday life better. Our vision is to be a leading provider of transportation options delivering innovative and high-performing services within a multi-modal network that transforms the social, environmental and economic well-being of the diverse communities we serve. As an organization we focus our employees on our vision to: Consider the customer first in decision making by being of service to others. Operate with Integrity-especially when no one is watching. Be open to new ideas and Continuous Improvement – seek ways to improve current processes. Be Proactive - take personal ownership especially when things go wrong. Cultivate the Potential of every employee – we must strengthen LBT through development and training. Under the supervision of the Customer Service Supervisor, the Customer Care Agent assists customers with transit trip planning and other information by telephone, email and in person. Responsibilities include assisting with promotional programs, delivering company mail to multiple locations, staffing the Transit & Visitor Information Center (TVIC) in downtown Long Beach, as well as the reception area of Long Beach Transit’s (LBT) administrative office. This position may also assist with representing LBT at events on evenings and weekends to support community outreach efforts.

Requirements

Excellent interpersonal, customer relations and communication skills.
Courteous and patient demeanor in interactions with customers and other employees.
Understand and effectively communicate transit-related information for customers.
Perform simple mathematical calculations and maintain accurate cash account records.
Travel between LBT offices and business centers.
Work weekends and evenings as required.
Lift up to 40 pounds.
Use Microsoft Office programs, perform internet research and utilize other computer programs.
High school diploma or GED required with a minimum of two years’ experience in customer service or other customer facing related field.
Proficiency sought with a variety of office and communications equipment, filing systems and record keeping.
Class C driver’s license preferred to perform some functions of the job as assigned.

Nice To Haves

Bilingual (especially Spanish and Khmer) communication skills are a plus.

Responsibilities

Provide excellent customer service for LBT customers by providing information on LBT services, tools and programs in a courteous and efficient manner, enabling customers to effectively use LBT’s services.
Deep knowledge of LBT services, programs and tools to be able to answer all inquiries regarding routes, schedules, fares and ridership-related policies and procedures.
Resolve customer concerns and escalate to leads and/or management as appropriate.
Utilize programs and tools such as the Microsoft Suite, CSM system, transit planning, etc.
Proactively provide feedback on LBT services, tools, website etc. on behalf of the customer to management for continuous improvement.
Staff front reception desk at LBT’s administrative office, which includes greeting all visitors, directing them as appropriate and answering the phones.
Representing and promoting the agency at community events.
Maintain lost and found system.
Maintain supply of brochures and other collateral materials at various LBT locations.
Performs cashiering functions for pass sales and special programs.
Maintains cash fund, balancing accounts, and preparing cash reports.
Assist with maintaining up-to-date and accurate information on website and materials regarding company services and policies.
Prepare special mailings for staff.
Transports and delivers mail/packages to multiple locations as assigned in company van.
Attends training programs as required.
Complies with all LBT safety regulations and reports safety-related accidents, incidents, and unsafe work conditions.
Other duties as assigned.