Customer Service Expert

Customer Service Expert

Indianapolis Cultural Trail, Inc.

Organization Description

The Indianapolis Cultural Trail: A Legacy of Gene and Marilyn Glick is an internationally recognized, 10-mile linear park that seamlessly connects cultural districts, neighborhoods and destinations while also serving as a downtown hub for the city and regional greenway network. 

The Indianapolis Cultural Trail includes 5 acres of lush gardens, a vibrant public art program and is open and accessible 365 days a year and has become the way by which people experience downtown Indianapolis. The Cultural Trail is managed and operated by Indianapolis Cultural Trail Inc (ICTI), a 501(c)3 non-profit organization whose mission is to inspire, create and sustain connections and cultural experiences that are accessible to all. ICTI thoughtfully maintains the 10-mile Indianapolis Cultural Trail: A Legacy of Gene and Marilyn Glick and Pacers Bikeshare, the city's bike share program.

ICTI is a team of motivated and enthusiastic individuals that takes great pride in what we do with and for the community. We have a flexible work environment and encourage big ideas and creative thinking.

The Opportunity

We are seeking a detail-oriented and customer-focused Customer Service Expert to support the organization and specifically the daily operations of Pacers Bikeshare. This role involves responding to in person, phone and email inquiries and ensures everyone has a positive interaction when contacting the organization and specifically that Pacers Bikeshare riders have a smooth, positive experience by responding to inquiries, resolving issues, and maintaining accurate system data. You will collaborate closely with operations, programming, and administrative staff to ensure people have a high quality experience when they engage with the organization.  and to support community engagement. 

This position is ideal for someone who is detailed and professional, a clear communicator, skilled problem-solver, thrives in a dynamic environment, and takes pride in helping people navigate one of Indianapolis’ most unique assets and programs. 

What You’ll Do

Overall Customer Support Experience:

• Respond to inquiries via phone, email, and in person with professionalism, clarity, and empathy
• Clarify pricing questions and explain Pacers Bikeshare program and pass details 
• Support adaptive bike reservations and respond to accessibility-related requests
• Create and update promo codes to support marketing and community engagement initiatives
• Ensure dashboards are accurate, up-to-date, and support operational decision making
• Assist in cross-departmental initiatives that enhance experience 
• Represent the organization in a professional manner and with a positive attitude

Pacers Bikeshare Program Specific Duties:

• Monitor Trips Grid data and make recommendations and/or adjustments based on data findings
• Respond to billing inquiries and if possible, proactively communicate with people when issues are identified
• Communicate with annual passholders to resolve account issues, navigate upcoming charges and/or changes
• Monitor and respond to bank disputes initiated by customers
• Manage user expiration data to support communication efforts to passholders
• Perform monthly RFID card fulfillment and mailing
• Conduct monthly bike sponsorship census to ensure accurate tracking of sponsored bikes in the system
• Track recovered bikes and maintain accurate log information
• Contribute to bikeshare sentiment and feedback tracking to support continuous improvement

Who You Are

• Customer-centric: you enjoy helping people and can communicate clearly, calmly, and professionally
• Detail-driven: you maintain accurate records and notice inconsistencies quickly
• Tech-savvy: you learn new systems, dashboards, and tools with ease
• Problem-solver: you approach challenges with curiosity and persistence
• Collaborative: you work well with operations, programming, and administrative teams
• Organized: you can manage recurring weekly and monthly tasks without letting anything slip
• Friendly and Welcoming; you are open to and enjoy engaging with people of all backgrounds
• Familiar with Indianapolis: you are familiar with or have the ability to learn how to help people experience the Cultural Trail and the city

Preferred Experience

• 1 year of phone-based customer service experience
• Conversational knowledge of Spanish or other non-English languages

Why Join Us

• Contribute to a mission-driven organization that enhances and connects Indianapolis
• Work with a supportive, passionate team that values creativity and continuous improvement
• Competitive compensation and benefits package
• Office located along the Indianapolis Cultural Trail in downtown Indianapolis
• Opportunities to grow your skills in customer service, data analysis, and operations

Compensation

$18-$21 per hour. Estimated 40 hours per week.

To Apply

Please submit your resume with “Customer Service Expert” in the subject line to HR@indyculturaltrail.org and a member of our team will reach out to you accordingly should your experience match the requirements.

Indianapolis Cultural Trail, Inc. is an equal opportunity employer committed to building a diverse and inclusive team that reflects the community we serve.