Customer Experience Specialist

LANTA Transportation • Allentown, PA

416d • $41,600 - $41,600

About The Position

The Customer Experience Specialist at LANTA Transportation serves as the primary contact for customers utilizing the public transportation system. This role is integral to the customer service team, ensuring that accurate and timely information is provided to users of LANtaBus, LANtaVan, and LANtaFlex services. The specialist is responsible for ticket sales, customer inquiries, and maintaining public information systems, all while delivering exceptional service in a fast-paced environment.

Requirements

• High school diploma or GED.
• Minimum of three years' experience in customer service.
• Professional etiquette and customer service skills.
• Ability to communicate effectively and appropriately with customers.
• Strong in-person customer service skills.
• Bilingual in Spanish and English.
• Basic math skills.
• Knowledge of database technology and office procedures.
• Ability to read and understand bus schedules and timetables.
• Familiarity with local street geography and key community/employment facilities.

Responsibilities

• Serve as the key contact point for customers seeking to utilize LANTA's public transportation services.
• Sell LANtaVan tickets and LANtaBus passes at the Customer Service window.
• Provide bus and fare information for Intercity Bus Service.
• Reconcile consignment bags for LANtaBus, LANtaVan, Martz, and Transbridge.
• Check and balance cash and credit sales.
• Communicate with passengers at the customer service window in a fast-paced environment.
• Provide knowledgeable service information to LANtaBus and Intercity Bus users, including general information, fares, and hours of operation.
• Utilize intercity bus system ticketing software proficiently.
• Mail out service and marketing information as required (maps, schedules, procedures, etc.).
• Ensure documents and service alerts are updated as per business needs.
• Document all service-related complaints, comments, and commendations.
• Assist passengers in navigating the LANTA website and LANtaBus application on mobile devices.
• Maintain LANTA public information systems, including timetable distribution.
• Mail LANtaVan and LANtaBus applications as fulfillment requests.
• Provide back-up for service information lines.
• Perform general clerical functions and provide support for development.
• Process Reduced Fare and Free Senior Transit Applications.
• Assist with logging Lost & Found items.
• Perform other duties consistent with the Rider Resources Department vision as assigned by the Supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED