Customer Support Agent 1

Position Duties

• 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.
• 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.

Minimum Qualifications

• 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. What additional skills and experience would be helpful in this job (desired qualifications): 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 What knowledge, skills and abilities you should have within the first six months of the job: Knowledge of Metropolitan area, basic geography, prominent landmarks and locations Knowledge of Metro Transit’s service, structure, policies, and procedures Skill in providing effective, accurate, and courteous customer service under stressful conditions and for diverse groups of individuals. Skill in detailed documentation and data analysis. Skill in Microsoft office products and navigating multiple screens & programs Skill in providing accurate and detailed information clearly Skill in customer service techniques and methodologies Skill in multi-tasking and problem solving Ability to instruct and educate customers in-person Ability to empathize with riders and quickly understand issues Ability to read and comprehend maps, schedules, policies, and procedures Ability to work independently with minimal supervision Ability to communicate effectively verbally and in written communication Ability to analyze and interpret data What you can expect from us: We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area. We encourage our employees to develop their skills through on-site training and tuition reimbursement. We provide a competitive salary, excellent benefits and a good work/life balance. More about why you should join us!
• 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.

What additional skills and experience would be helpful in this job (desired qualifications)

• 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
• What knowledge, skills and abilities you should have within the first six months of the job:
• Knowledge of Metropolitan area, basic geography, prominent landmarks and locations
• Knowledge of Metro Transit’s service, structure, policies, and procedures
• Skill in providing effective, accurate, and courteous customer service under stressful conditions and for diverse groups of individuals.
• Skill in detailed documentation and data analysis.
• Skill in Microsoft office products and navigating multiple screens & programs
• Skill in providing accurate and detailed information clearly
• Skill in customer service techniques and methodologies
• Skill in multi-tasking and problem solving
• Ability to instruct and educate customers in-person
• Ability to empathize with riders and quickly understand issues
• Ability to read and comprehend maps, schedules, policies, and procedures
• Ability to work independently with minimal supervision
• Ability to communicate effectively verbally and in written communication
• Ability to analyze and interpret data
• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

Other Qualifications

• Union/Grade : ATU Grade 39 FLSA: Non-Exempt Safety Sensitive: No What your work environment would be: Work is performed in a standard office setting. Requires travel between primary work site to other Council work sites. What steps the recruitment process involves: We review your minimum qualifications. We request and verify WREs for internal ATU applicants. We rate your education and experience. We conduct a structured panel interview. We may conduct a selection panel interview. Once you have successfully completed the steps above, then: If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation. If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position. IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration. The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires an accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .
• Union/Grade : ATU Grade 39 FLSA: Non-Exempt Safety Sensitive: No What your work environment would be: Work is performed in a standard office setting. Requires travel between primary work site to other Council work sites.
• We review your minimum qualifications.
• We request and verify WREs for internal ATU applicants.
• We rate your education and experience.
• We conduct a structured panel interview.
• We may conduct a selection panel interview.
• IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.
• The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.
• If you have a disability that requires an accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .

Benefits

• We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below: Guaranteed monthly retirement income through Minnesota State Retirement System pension fund Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance The following benefits are provided to all employees as part of working for the Council. You will have access to free: Well@Work clinic bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources .
• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Dental insurance, life insurance and vision insurance
• Well@Work clinic bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• Employee Assistance Program extensive health and wellness programs and resources
• extensive health and wellness programs and resources

Supplemental Questions