What are the responsibilities and job description for the Customer Care Escalation Agent position at Long Beach Transit?
Under the supervision of the Customer Service Supervisor, the Customer Care Escalation Agent serves as a key point of contact for escalated customer issues and tracks, monitors and follows-up on customer feedback. The Escalation Agent may also assist with responsibilities in LBT’s Downtown Retail Center, including balancing drawers and tracking inventory. In addition, the Escalation Agent answers phones and assists customers with transit trip planning and other information. Responsibilities also include assisting with promotional programs, general clerical duties, creating reports and training new team members. This position will also assist with community outreach, representing LBT at various events on evenings and weekends.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Complies with all safety regulations as stated in the company safety program, and reports safety- regulated accidents, incidents and unsafe work conditions. Provides customers with necessary information in a courteous, efficient manner, enabling customers to effectively use LBT’s services.
Resolves and tracks escalated customer concerns.
Balances cash drawers at LBT’s Downtown Retail location, the Transit Visitor and Information Center (as assigned).
Serves as a liaison between customer care agents and the supervisor.
Maintains and oversees lost and found inventory (tracking, receiving, inventory, dispersal, and disposal of items).
Answers incoming calls and relays to appropriate personnel.
Participates in promoting the company at community events.
Maintains supplies of schedules and brochures.
Performs cashiering functions regarding pass sales and special programs.
Maintains cash fund, balances accounts, and prepares reports.
Performs data entry.
Maintains up-to-date maps and timetables, keeps other information current and accurate.
Sorts and delivers internal and external mail to all LBT locations, as required.
Prepares special mailings.
Maintains retiree and dependent ID cards,
Attends safety-training programs, as required.
Deals with customers directly and on the phone; provides feedback and records all relevant comments. Responds to customers in writing and on the phone.
Validates customer concerns.
Train all new employees provides feedback. Assists in hiring new employees.
May assist with new Bus Operator hiring and training.
Other duties as assigned.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
ATTRIBUTES AND SKILL SETS:
Excellent interpersonal and customer relations skills.
Maintain courteous and patient working relationships with customers and other employees.
Ability to perform mathematical calculations and maintain accurate cash account records.
Ability to travel between LBT offices and business centers.
Ability to work weekends and evenings as required.
Ability to enhance the customer experience and promote a community and industry focus.
Possess above-average communication and customer service skills.
Ability to use Microsoft Office programs, perform internet research and utilize other computer software.
EDUCATION and/or EXPERIENCE:
High school diploma or GED required with a minimum three years of experience in customer services or other related field performing similar duties. Proficiency with a variety of office and communications equipment, filing systems and record keeping. Bilingual (especially Spanish/English) communication skills are a plus.
This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.