• Customer Care Specialist - PT

    Job Locations US-WA-Everett
    Opening Date 4 weeks ago(9/26/2018 5:09 PM)
    Job ID
    Customer Experience
    Bargaining Unit
    Max (Hourly)
    USD $23.34/Hr.
    Min (Hourly)
    USD $18.68/Hr.
    Min Hiring Range
    USD $18.68/Hr.
    Max Hiring Range
    USD $18.68/Hr.
  • Overview

    Under general supervision, responds to inquiries from the general public regarding transit route and schedule information, general transit policies, practices and procedures, transit fares, lost and found, and customer comments. Provides general transit information for Community Transit, other transit agencies operating in Snohomish County, METRO in King County, Pierce Transit, Sound Transit and Washington State Ferries.

    Essential Duties

    1. Provides accurate, detailed and timely responses to telephone, e-mail, written letters and online chat inquiries from the general public for route and schedule information, fares, bus stop locations, transfer points and service or other changes as a result of construction, weather conditions or community events for Community Transit, Everett Transit, Pierce Transit, METRO, and Sound Transit. Provides information about Community Transit's, Everett Transit's and Sound Transit's operational policy, procedures and general transit practices. Responds to customer requests for information on fares, ORCA cards, schedules, agency operations, policies and procedures and other transit services. Diffuses angry customer situations. Assists in customer complaint follow-ups, lost and found inquiries, and preparing customer mailings. Connects customers to the appropriate departments within the corporation in accordance with office policy and procedure. Sends electronic messages and alerts to customers via email, text message and/or social media.
    2. Enters and retrieves data utilizing a personal computer to record and monitor customer comments and responses for customer complaints, telephone system reports, departmental monthly reports, and other reports as required. Quickly and accurately documents customer information from the general public regarding complaints, service requests, commendations, surveys and general transit inquiries.
    3. Operates transit information center equipment in the Customer Care Phone Center. Troubleshoots, documents and reports equipment problems. Advises the Customer Care Supervisor (or designee) of all changes and problems affecting the overall efficiency, integrity and performance of Customer Care Department and Phone Center.
    4. Represents Community Transit at transit fairs, information fairs, transit-related public events or as directed by the Customer Care Supervisor (or designee).
    5. Assists in the training of new employees, transitional duty assigned employees, and other employees as necessary.
    6. Performs related duties of a similar nature or level, as required.


    Minimum Qualifications

    1. Two years’ experience in call center, customer service or other customer contact work required.
    2. Ability to work between the hours of 5 a.m. and 9:30 p.m. seven days a week.
    3. Working knowledge of Microsoft Office and related desktop applications and features.


    1. Knowledge of Community Transit, Everett Transit and Sound Transit service areas, policies and procedures regarding transit fares, ORCA card use, transfers, organization and transit services.
    2. Typing 40 wpm.
    3. Knowledge of Automatic Call Distribution System, basic call management telephone equipment including for the hearing impaired (TTY/TTD).


    Entry Requirements for: Knowledge and Skills


    Qualification to enter this position requires knowledge of the following:

    1. Customer relations/service principles and practices.
    2. Inventory and record keeping techniques and principles.


    Qualification to enter this position requires skill in:

    1. Providing reputable, accurate, and professional customer service under stressful conditions and for diverse groups of individuals, in a friendly and empathetic manner.
    2. Computer data entry and retrieval and database management techniques within a Windows environment (including Outlook, Word and Excel).
    3. Excellent written and verbal communication and interpersonal skills.
    4. Ability to clearly and accurately exchange or convey information with coworkers and customers, and to receive and adapt to work direction.
    5. Records maintenance and transaction recording.
    6. Read maps, schedules and small print materials.
    7. Type a minimum of 30 wpm.
    8. Work and make decisions under stress and during emergencies.
    9. Work independently and with minimum supervision.
    10. Work between the hours of 5 a.m. and 9:30 p.m. seven days a week.

    Physical Requirements

    Reaching, sitting, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, carrying.


    Sedentary Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to a negligible amount of force constantly to move objects.


    Application and Selection Process:

    Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background checks, reference checks and various performance tests.  On-line Applications Only -  Apply at https://careers-commtrans.icims.com.  Incomplete applications will not be considered. 


    Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is a Equal Opportunity employer and does not unlawfully discriminate on any basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants national origin, sex protected veteran status or disability.


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