Customer Experience Assistant

Description

As customer service is the voice and face of NCTD, the Customer Experience Assistant (CEA) must possess exemplary communication skills and be able to assist all customers. The CEA will help further NCTD’s goals and objectives in providing top‑notch customer service to all its passengers and ensuring that each passenger’s transit experience is positive and enjoyable. Under general supervision, the CEA will perform specialized and complex customer service work at various customer service locations, in the District Call Center, in transit centers, in the field, and on‑board modes of transportation.

The CEA will use proper cash handling methods to sell transit fare media, research and resolve fare and customer issues, process and respond to transit customer inquiries and complaints, process found items lost on modes, and perform other related work.

This position is only found in a Customer Experience Department. It is distinguished by its significant interaction with the public and its responsibility for providing exceptional service and communication to ensure that NCTD’s customers have a positive experience utilizing District transit services.

The CEA works under the moderate supervision of the Customer Experience Lead and the Customer Experience Manager. The CEA does not exercise any supervisory duties.

Normal working conditions are both office and field setting. Travel may be required periodically between District sites, governmental agencies, consultants’ facilities, and other locations. The position works in a transit office/store and call center environment requiring frequent interaction with the public. The position will be required to work at times when the Customer Experience Department or Call Center is open (Monday through Sunday and every holiday of the year).

In addition, the position will be required to work in the field and/or on‑board a mode of transit with significant public interaction. The position may work a variety of shifts including nights, weekends, and holidays at various District locations to accommodate the needs of the Department and customers. The position works defined schedules in which timed breaks and lunches are predefined.

Reasonable accommodations may be made to enable individuals to perform the essential functions of the Customer Experience Assistant unless it would cause an undue hardship.

• Provides exceptional service to NCTD customers on the phone, in person, and online as based upon situational needs and circumstances.
• Responds to inquiries from the public regarding transit services.
• Greets members of the public in person and via telephone.
• Effectively handles a high volume of customer calls, working within established and measurable call center metrics.
• Balances extraordinary service with fast‑paced PC/phone multi‑tasking skills while navigating through computer applications.
• Researches and resolves customer issues, always seeking the most productive outcome for both the customer and NCTD.
• Communicates effectively, sometimes in highly sensitive and/or stressful situations.
• Escalates issues appropriately.
• Develops and drafts customer correspondence in a timely manner and with a solution‑focused orientation.
• Delivers passenger schedules and transit information to distribution locations.
• Processes and maintains lost and found items.
• Processes data and maintains the Department’s databases.
• This position is an emergency critical position and will need to report should an emergency occur.
• Conducts surveys on‑board transit modes and at facilities to gather data and assess customer satisfaction.
• Provides general customer support regarding NCTD services, fares, and other information in the field at various rail or bus stations.
• Performs other related duties as assigned.

• Greets members of the public via telephone.
• Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, trip planning requests, and complaints.
• Effectively handles a high volume of customer calls working…