Customer Experience Specialist

The Rapid is looking for a full-time Customer Experience Specialist to join our team!

The Customer Experience Specialist plays a vital role in supporting The Rapid's mission by serving as a welcoming and knowledgeable point of contact for our customers and community. As a public transportation organization headquartered in Grand Rapids, Michigan, The Rapid provides safe, reliable, and accessible transit services throughout Grand Rapids, East Grand Rapids, Grandville, Kentwood, Walker, and Wyoming. In this customer‑facing role, you will help ensure positive rider experiences by delivering accurate information, assisting with fare media sales, supporting trip planning, and responding to customer inquiries, compliments, and concerns with professionalism and care.

The Customer Experience Specialist is responsible for providing positive, empathetic, and professional service to all customers while accurately processing fare media sales and handling cash and electronic transactions with precision. This role ensures the proper management of cash balances, reconciliation of sales, and monitoring of online orders while maintaining compliance with finance procedures. The Customer Experience Specialist delivers timely and accurate information about transit services, assists customers with trip planning, and produces identification cards for ADA and reduced fare‑eligible passengers.

Serving as one of the points of contact for compliments, complaints, and service requests, the position plays a critical role in supporting customer satisfaction and operational excellence.

• Provides a positive, empathetic, and professional service to all customers.
• Accurately sells fare media (transit passes and tickets), handles cash and electronic transactions with precision, maintains a proper balance of cash and fare media throughout each shift, and reconciled all sales at the end of the day.
• Monitors online sales, prepares bulk ticket orders and completes all required paperwork accurately. Works with the Finance Department as needed to ensure compliance and accuracy.
• Delivers clear, timely, and accurate information to customers regarding services, operations, and fare options.
• Serves as the telephonic and real time contact for customers compliments, complaints, and requests for service, ensuring issues are documented and escalated to the appropriate person or department for timely resolution.
• Provides way finding information regarding routes, schedules, and trip planning for customers.
• Produces identification cards for ADA and reduced fare‑eligible passengers.
• Establishes and maintains effective working relationships with coworkers, leadership, and staff across all levels of the organization.
• Other duties as assigned.

• High School Diploma, or GED, PLUS;
• Two years of experience providing in‑person customer service and performing currency transactions using computers and other related equipment and programs.
• Basic computer skills including Microsoft Office. Ability to learn systems as required.
• Ability to deliver exceptional customer service with a positive, empathetic and professional attitude at all times. Works with a sense of urgency and delivers expedient customer service.
• Excellent oral communications skills, strong interpersonal skills, demonstrating tact and diplomacy.
• Ability to deal with frustrated customers, remaining composed in tone and temperament.
• Strong cash handling skills, including accurately processing transactions, maintaining balanced cash drawers, and reconciling daily sales.
• Effective verbal and written communication skills to provide clear and accurate information to customers and coworkers.
• Strong organizational and problem‑solving skills for assisting customers with trip planning and special programs such as ADA and reduced fare eligibility.
• Ability to work independently and manage time effectively while maintaining a customer‑first mindset.
• Proficiency in establishing and maintaining positive working relationships across all levels of the organization.
• Flexibility to adapt to changing needs and perform a variety of tasks…