Lost & Found Specialist

Metropolitan Council•Minneapolis, MN

1d•Onsite

About The Position

The Lost and Found Specialist performs specialized customer service and inventory management work supporting Metro Transit's Lost & Found operations. Responsibilities include receiving, inspecting, inventorying, organizing, tracking, and disposing of lost and found property received from bus garages, rail facilities, and other Metro Transit locations. The position coordinates the return of recovered items to customers through direct communication, Smart Locker distribution, or mail services; maintains inventory records and tracking systems; administers lost property retention and disposal processes; and coordinates with internal departments, external agencies, and vendors regarding unclaimed property. Work also includes the physical handling, movement, storage, and organization of a wide variety of lost items, including bicycles and oversized property. This posting will fill two (2) vacancies and will establish a six-month eligible list for current and future positions.

Requirements

High school diploma or General Educational Development (GED) certificate
Two (2) years of recent full-time equivalent customer service experience providing service by phone, email, written correspondence, or in person; the required experience should be within the last five (5) years.

Nice To Haves

More than two (2) years of full-time equivalent customer service experience providing service by phone, email, written correspondence, or in person.
Experience working with a diverse workforce.
Experience using Microsoft Products and navigating multiple windows, screens and programs.
Ability to type a minimum of 30 words per minute.
Ability to communicate effectively with diverse customers (ASL, ESL, Relay and Language Line) and work groups including de-escalation.
Ability to read and interpret documents.
Knowledge of customer service principles and practices.
Knowledge of inventory control, recordkeeping, and tracking procedures.
Knowledge of Microsoft Office applications, including Outlook, Word, Excel, and SharePoint.
Skill in providing customer service and responding to inquiries in a professional manner.
Skill in maintaining accurate inventory records, logs, and documentation.
Skill in utilizing computer applications, databases, and electronic tracking systems.
Ability to communicate effectively verbally and in writing.
Ability to learn and utilize new software applications and technology systems, including Smart Locker software and inventory tracking systems.
Ability to work independently with minimal supervision.
Ability to establish and maintain effective working relationships with customers, employees, vendors, law enforcement agencies, and community partners.
Ability to maintain accurate records and documentation.
Ability to lift, move, transport, and organize lost property, including bicycles and other oversized items.

Responsibilities

Inspect, organize, and inventory incoming lost and found items received from bus garages and light rail facilities to ensure items can be quickly accessed if and when an owner is identified.
Review items to ensure bag contents match the contents documented on the garage log received with the items.
Look for identifying information in bags, purses, backpacks, wallets, cell phones, and other items to assist in identifying owners.
Assign storage locations and maintain organized shelving, bins, and secure storage areas in accordance with agency policies.
Identify hazardous, perishable, or prohibited items and handle or dispose of them according to established policies and safety procedures.
Review reported lost item records, coordinate the return of recovered property, and maintain accurate inventory and retrieval documentation.
Review and update lost item logs to determine whether reported items are in Lost & Found possession.
Contact identified item owners by phone, email, or other communication methods to coordinate mailing of recovered items or pickup through Smart Lockers.
Prepare and send recovered items to customers through approved mailing processes.
Place recovered items in Smart Lockers and utilize Smart Locker software to generate customer access codes.
Update inventory and tracking logs when items have been mailed, retrieved, or otherwise returned to customers.
Clear Smart Lockers and update records as appropriate.
Purge, dispose of, and return unclaimed lost and found items in accordance with agency policies and procedures.
Prepare and purge unclaimed bicycles for pickup by external donation partners.
Update appropriate logs with information regarding items that have been purged or returned to employees.
Manage and maintain inventory records for lost bicycles received at the Heywood facility.
Inventory, photograph, move, and secure recovered bicycles.
Upload bicycle photographs and related information to the SharePoint lost bike log.
Coordinate with external vendors regarding bicycle pickup.
Research bicycle ownership through available resources and coordinate with local law enforcement agencies to determine whether bicycles have been reported stolen.
Review previously reported lost items to identify and return property received after the initial report.
Review reports of lost items from the two-week purge date and after to identify items that may have been received after the initial report was submitted.