CUSTOMER CARE REP

MARTA•Atlanta, GA

About The Position

This posting is to fill the current vacancy and to establish an eligibility list to fill any future vacancies that may occur in the next 6 months. Communicates with MARTA patrons by telephone, written correspondence, and in person to address, document, resolve, and follow-up on customer complaints, concerns, requests, suggestions, and commendations. Documents and responds to all customer inquiries regarding MARTA’s Automated Fare Collection fare media and equipment disputes. Ensures customer issues are addressed in a timely, efficient, effective, and customer focused manner, in accordance with MARTA policies and procedures. Conducts in-depth investigations on recurring transportation and maintenance issues to resolve customer complaints and concerns. Monitors, reviews, and analyzes customer concern trends. Compiles reports and analyzes data from the Customer Service Center database and identifies root causes. Provides recommendations to MARTA's management to reduce and resolve negative trends. Receives customer comments on subjects involving public hearings, such as the MARTA budget and modifications to MARTA service, documents comment in the H.E.A.T. System, and forwards documentation to the appropriate Community Relations representative. Provides information to patrons on bus and rail service disruptions, special events, services, and MARTA policies and procedures. Serves as a Customer Care Field Representative in the garages, on occasion, to investigate bus, rail and Mobility customer complaints.

Requirements

Three years of customer service experience.
Excellent verbal and written communication skills.
Intermediate level analytical and problem solving skills are required.
Excellent interpersonal and communications skills.
Good personal computer skills.
Candidate must successfully pass a customer service, writing and grammar assessment credit check and criminal background investigation administered by the Recruiting branch.

Nice To Haves

Two of the three years in a Call Center environment preferred.
Knowledge of transportation services and operating policies and procedures is desired.
Some positions may require bilingual skills (English and Spanish) in order to meet bilingual staffing needs.
Knowledge of ADA, Title VI, and Title VII federal regulations desired.

Responsibilities

Communicates with MARTA patrons by telephone, written correspondence, and in person to address, document, resolve, and follow-up on customer complaints, concerns, requests, suggestions, and commendations.
Documents and responds to all customer inquiries regarding MARTA’s Automated Fare Collection fare media and equipment disputes.
Ensures customer issues are addressed in a timely, efficient, effective, and customer focused manner, in accordance with MARTA policies and procedures.
Forwards complaints, concerns, requests, suggestions and praises to other MARTA employees and organizations, if necessary, for resolution.
Assists customers with registering their Breeze Cards.
Collects and enters relevant information into the customer database.
Provides requested account services such as processing lost, stolen, or malfunctioning cards and updating account information (such as name, address, and telephone updates).
Conducts in-depth investigations on recurring transportation and maintenance issues to resolve customer complaints and concerns. Investigations may require, for example, riding bus or train routes, checking station signage, and communicating with governmental agencies.
Monitors, reviews, and analyzes customer concern trends.
Compiles reports and analyzes data from the Customer Service Center database and identifies root causes.
Provides recommendations to MARTA's management to reduce and resolve negative trends.
Receives customer comments on subjects involving public hearings, such as the MARTA budget and modifications to MARTA service, documents comment in the H.E.A.T. System, and forwards documentation to the appropriate Community Relations representative.
Provides information to patrons on bus and rail service disruptions, special events, services, and MARTA policies and procedures.
Must be available to work weekends, holidays, evenings and during inclement weather.
Serves as a Customer Care Field Representative in the garages, on occasion, to investigate bus, rail and Mobility customer complaints.
Forwards complaints to Operational management, if necessary.
Performs other related duties as assigned.