Customer Support Representative - Bilingual Spanish/English

Valley Metro•Mobility Center 4600 E Washington St Suite 101 Phoenix AZ 85034, AZ

3d•Onsite

About The Position

The purpose of this role is to support customers by providing information to transit riders and resolving service inquiries through multiple communication channels. The full pay range for this position is ($19.47-$29.21) per hour, with an anticipated starting pay rate between entry ($19.47) and midpoint ($24.34) of the range. The actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.

Requirements

High School Diploma or GED
Two (2) years of experience in general customer support
Two (2) years of experience in call center communication
Fluency in both English and Spanish
Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
Basic understanding of public transit system operations
Thorough knowledge of phone and email inquiry handling procedures
In-depth awareness of complaint logging practices
Basic comprehension of transit program eligibility processes
Advanced knowledge of customer de-escalation techniques
Familiarity with standard service update communication methods
Detailed understanding of fare support inquiry assistance
Using a computer and related software
Handling general phone and email inquiries
Logging complaints and commendations properly
Assisting with trip planning questions
De-escalating routine customer concerns
Reviewing service updates and announcements
Cross-training with team members
Communication and interpersonal skills to exchange information and receive work direction

Nice To Haves

Additional education cannot be substituted for experience

Responsibilities

Manage routine high-volume phone and email inquiries by providing general information and customer support to public transit riders and directing customers as necessary
Review routine correspondence and service updates; and log commendations and suggestions
De-escalate, document, and resolve complaints; and assist callers with trip planning or eligibility for special programs
Cross-train with other employees and assist with fielding inquiries (e.g., fare support)
Perform other duties of a similar nature and level as assigned