Description

The Customer Service Specialist will provide prompt, accurate and courteous customer service, regarding customer schedules and customer concerns/complaints while projecting a positive image of DART to our customer(s). This occurs via walk-ins, large-volume telephone calls and emails from DART customers.

What do we offer?

Health Insurance
Dental Coverage
Vision Care
Group Life Insurance
Deferred Compensation Plan
I.P.E.R.S. Retirement System
Long Term Disability
Short Term Disability
Flexible Benefit Plans
Paid Time Off (PTO)
Tuition Assistance
Holidays

Pay: $18.22/HR

Position Summary:

The Customer Service Specialist will provide prompt, accurate and courteous customer service, regarding customer schedules and customer concerns/complaints while projecting a positive image of DART to our customer(s). This occurs via walk-ins, large-volume telephone calls and emails from DART customers.

Essential Functions of this Position:

• Interact with customers positively, calmly, and cooperatively to answer questions, give directions and de-escalate conflict as needed.
  • Direct customers to their destination by the quickest and most convenient transit route; indicate the location of passenger stops; inform customers of fares, regulations, and transfer rules
  • Respond to unusual and difficult circumstances including emergency calls, customers with language or speech barriers, upset customers and customers with special needs.
  • Assist customers with basic myDART Application questions and/or issues
• Respond to a high volume of telephone calls via a multi-line phone system and email requests from DART customers regarding transit routes, schedules and fare information.
• Record customer comments, complaints, commendations, and recommendations via DART database
• Administer monthly pass programs as required by DART procedures to include Employer Supported Program (ESP), Pass Sales Outlets (PSO), and Reduced Fare Programs.
  • Process client applications and determine eligibility
  • Manage the inventory and distribution of passes
  • Maintain database(s) of client information
  • Issue Photo ID cards as needed
• Update website with various information such as detour notices and weather advisories/updates.

Non-essential Functions of this Position:

• Perform general office duties including typing, filing, assembling, copying, and processing incoming and outgoing mail for the department.
• Manage DART displays of customer information including route maps, information bulletins, etc.

Education and/or Experience:

• High School Diploma or equivalent
• One year experience in customer service
• Previous customer service experience in a high-volume call center and/or working with the general public preferred
• Bilingual a plus
• Must be flexible and able to work off-hours shifts as required

Knowledge, Skills and Abilities:

Knowledge of:

• Des Moines and surrounding area city streets, landmarks, and related geography in DART service areas
• Principles and practices of providing excellent customer service in a tactful and effective manner

Skill or Ability to:

• Read our city maps and communicate directions to others
• Project a courteous, patient, helpful and positive attitude
• Understand and speak the English language clearly, concisely, and coherently with or without corrective devices; Understand and the ability to speak Spanish is a plus.
• Employ strong written communication skills.
• Perform word processing and database management using Microsoft Office software.
• Handle monetary transactions, employ basic math skills.
• Maintain attention to detail in stressful or adverse situations.
• Learn additional software related to Transit and/or Customer Service

Competency to:

• Following Policies and Procedures
• Serving Customers
• Showing Care and Understanding

Physical Demands:

On a normal workday, this position requires:

• Prolonged periods of sitting and reaching
• Requires extensive use of hands, fingers, legs and arms in selecting/grasping paper, telephone, computer and related items and reach/extend hand and arms in any direction, (horizontal and vertical movement)
• Physical activity involves limited use of the lower extremities and back muscles to occasionally bend, stoop, crouch and lift.
• Requires the capacity to exert up to 50 pounds either pushing, pulling or lifting
• Requires clarity of vision at 20 inches or less to read and enter relevant numerical data

Work Environment:

Work is performed in a general office environment.

Disclaimer:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position. While this list is intended to be an accurate reflection of the current position, DART reserves the right to revise the functions and duties of the position, or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, staff shortages, workload changes, rush jobs, or technological developments).