Customer Support Agent 1

Metropolitan Council•Minneapolis, MN

2d•Hybrid

About The Position

The Customer Support Agent 1 position serves as the primary contact for Metro Transit responding and resolving customer inquiries and concerns, maintaining and strengthening Metro Transit’s relationship with its customers. Customer Support Agents document, investigate, and problem solve customer issues, providing the highest levels of customer care. This position utilizes a variety of modern tools, systems, and transit information technologies to provide accurate, customer-friendly information, as well as information about policies, procedures, fares, and events. Please note that in this position you will need to be available to work any potential schedule during the following hours that the center is open: Monday – Friday, 6:30 AM – 8 PM and Saturday, 8 AM – 4:30 PM. Times listed are in Central Time. This position is eligible for a hybrid (remote and onsite) telework arrangement. The candidate’s permanent residence must reside in Minnesota or Wisconsin. This posting will establish a six (6) month Eligibility List for current and future openings.

Requirements

High School Diploma or general education degree (GED)
At least three (3) years of experience providing customer service via phone, chat, text, email, or other channels.

Nice To Haves

Experience responding to customer requests and complaints verbally and in writing
Interest and enthusiasm for public transportation and transit information tools and systems
Developing and managing relationships
Skills in gathering and analyzing qualitative and quantitative data
Project management practices and methodologies
Knowledge of Americans with Disabilities Act (ADA) and related accessibility guidelines

Responsibilities

Utilize full functionality of Customer Relationship Management (CRM) system to provide accurate information to address customer comments, concerns, and complaints.
Develop expertise in CRM and fare payment technology to effectively review, investigate, resolve, and document customer contact details in CRM to ensure data is available to support department and agency decision making for projects and initiatives.
Independently resolve most customer contacts as appropriate.
Identify issues and trends that require higher-level escalation based on nature of contact.
Ensure resolution occurs in a timely manner.
Effectively and professionally communicate via verbal and written responses to customers.
Utilize full functionality of modern trip planning software to interpret and apply data from trip plans, mapping tools, real-time systems, and other transit information systems to ensure customers have accurate, timely information.
Document all customer contact details in the CRM system to ensure data is available to support department and agency decision making for projects and initiatives.
Develop expertise in new CUBIC fare-payment systems to ensure accurate and timely resolution to customer fare payment and fare card issues.
Support lost & found efforts by documenting lost items, confirming found items, supporting lost & found locker program and providing back-up support for Lost & Found Specialists as needed.