Call/Service Center Representative

San Diego CA

Description

Attention Customer Service Experts: Do you work well in a high volume customer centric environment? Do you want to be a part of a team making a positive impact on America's Finest City? If yes, come join the Compass Services Center at San Diego Metropolitan Transit System (MTS) as our newest Call/Service Center Representative. Under the direction of the Compass Services Supervisor/Assistant Supervisor, the Call/Service Center Representative is responsible for providing assistance and information to customers about the programs overseen by the Compass Service Center through telephone, email and written correspondence, and is expected to perform a variety of administrative tasks to support the function of the Compass Service Center. Essential duties include, but are not limited to, the following: What Call/Service Center Representatives do: Answers the Compass Service Center phone and live chat lines in an efficient, engaged and helpful manner. Fulfills customer requests via phone or email. This includes, but is not limited to, reloads, receipt requests, registrations, general account information, and mobile/electronic ticketing support. Responds promptly and efficiently to all emails including system generated, internal agency, and customer emails, written correspondence, and voicemails requesting information and/or offering suggestions for any Compass/fare media programs/applications. Provides excellent customer service when engaging with all customers seeking assistance with any Compass/fare media programs/applications and exercises good judgment when responding to all customer requests. Diligently follows-up on all matters until the customer's questions have been completely and accurately answered. Keeps abreast of all issues with the Ticket Vending Machines (TVMs), MTS Transit Store, NCTD Transit Centers, Pre-Paid Benefit Programs or MTS website that could affect the purchase of Compass Cards or other fare media. Reviews, processes, and closes customer feedback cases submitted through the CRM. Processes card registrations upon receipt. Processes and fulfills orders received by the Compass Service Center from various channels (PBM, SSLU fulfillment, Webtix, NCTD replacements, and other current/future systems). Maintains a thorough and detailed understanding of the regional fare policies, Compass Card and Compass Cloud fare programs, and other MTS initiatives. Uses a variety of MTS tools/systems to authenticate confidential customer payment processing. Represents Compass Services and Support Services at various MTS outreach programs. Assists with special projects as needed. Performs other duties as assigned. What MTS is looking for: Knowledge, Skills and Abilities Knowledge of or ability to learn and understand the Compass Card and Compass Cloud Programs. Knowledge of or ability to learn MTS policies and regulations. Ability to read, understand and apply MTS policies and regulations. Ability to communicate clearly, distinctly and effectively in person-to-person, small group situations and on the telephone using tact and diplomacy. Ability to write letters and emails using clear, concise and grammatically correct English. Knowledge of customer service methods and techniques; ability to understand information requests and respond accurately to questions using tact and diplomacy. Ability to coordinate and initiate actions necessary to implement decisions and delegate responsibilities to appropriate personnel. Ability to establish and maintain priorities in order to complete assignments without detailed instructions. Capability to work independently and maintain a professional demeanor in stressful situations. Detailed knowledge of Microsoft programs, specifically, Word, Access, and Excel, and the ability to learn and use other software that MTS might have or acquire. Physical Requirements The successful candidate must be able to fulfill the physical demands of the job which require walking, stooping, sitting for extended periods, typing, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds). Must be able operate a motor vehicle and to perform tasks involving manual dexterity, such as use of a computer and 10-key. Work may at times require more than 8 hours per day or require irregular hours to perform the essential duties of the position. Duties will be performed primarily in an office type environment and may require travel to external locations and agencies. Experience/Education/Certificates/License(s) Possess a High School Diploma/GED. Have at least one year of customer service experience. Must possess and maintain a valid California driver's license. Bilingual in English and Spanish is preferred. Expected Hours of Work The Compass Service Center currently operates Monday - Friday, from 7:00 am - 7:00 pm, and Saturday 10:00am - 2:00 pm. The successful candidate will work varied scheduled shifts to support Compass Service Center operations. Typical weekly hours will range from an average of 20 - 24 hours per week for part-time employees and new hires will be scheduled to work Saturdays 10:00am - 2:00pm. General Information: Must satisfactorily pass all applicable examinations; including, but not limited to, a pre-employment physical, drug screen and background check.