Customer Experience Associate

MARKETING STATEMENT

Join our team as a Customer Experience Associate and play a vital role in keeping our transit community informed and moving. In this fast-paced, high-volume call center environment, you¿ll deliver clear, accurate, and easy-to-understand information on rail and bus schedules, routes, SmarTrip services, trip planning, and service changes across the metropolitan area.

We¿re seeking professionals with at least three years of experience in a high-volume call center setting who are confident navigating systems, researching information efficiently, and communicating effectively.

If you bring strong computer proficiency, exceptional verbal and written communication skills, and a commitment to delivering outstanding customer service, this role offers an opportunity to make a meaningful impact on the daily commute of thousands of customers.

ORDER OF PREFERENCE: The selection for Administrative/Clerical personnel is made on the basis of fitness and ability with preference given to: Administrative/Clerical District, System-Wide (L689), Authority-Wide and external candidates, respectively.

MINIMUM QUALIFICATIONS

Education

• High school diploma or GED

Experience

• Must have at least three (3) years of experience handling calls in a high-volume call center
  environment.
• Must have at least three (3) years of experience of computer skills necessary to input and
  research information accurately and efficiently.
• Must have excellent communication and written skills.

Certification/Licensure

• N/A

Preferred

• Associates degree, or vocational or technical school degree in Business Management, Marketing, Communications

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation
In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

SUMMARY

The Customer Experience Associate provides transit customers with information on rail and bus schedules, routes, Smart rip, trip planning, and service changes for the Authority and surrounding metropolitan geographical areas. The incumbent handles high call volumes in an inbound operation and provide easy-to-understand information to enhance the customer experience. Additionally, the Associate operates the TTY/TDDD system, Interpreter System, and serves as a liaison to internal stakeholders across multiple departments to increase public trust, in WMATA and compliance with the Rehabilitation Act of 1973, Public Law 93-113, as amended. The Associate stays updated and knowledgeable on effective communication strategies and regulatory requirements.

ESSENTIAL FUNCTIONS

• Answers inbound trip planning calls through an ACD system and utilizes resources at their disposal (i.e., trip planning software, the Authorities website, Bus ETA software) to provide customers with information on rail and bus schedules, routes, trip planning, and service changes
• Utilizes Rail Info, ATIS and other trip planning software to provide information for fare and fare schedules and to advise customers of our fare structure and offer the appropriate fare.
• Assists inbound customers with their questions related to SmartTrip. Retrieves information through CRM, web admin, or Next fare product to assist customers with balance, transfer of balance and enrollment into SmarTrip web services.
• Enters, logs, accesses and research records for lost and found items for customers who have lost items in the system.
• Assists large mail orders and trip planning services for customers, gathering the appropriate mail items, and label bulk mail orders for customers.
• Troubleshoots complex issues for trip planning and SmarTrip. Assists customers with various troubleshooting issues to route them to their destinations. Also, troubleshoots any fare products for SmarTrip or Smart Benefits.
• Assists with TTY/TDD for internal and external customers. Contacts the appropriate service to use as the conduit between the customer and the service provider.
• Responds to all incoming customer inquiries/requests via telephone, including but not limited to, rail and bus routes, trip planning and schedules, and SmarTrip accurately, courteously and in a timely manner, to provide information quickly pertaining to the Authority and its affiliates.
• Maintains a full understanding of Metro services, travel patterns and diversions and special promotions to meet the customers needs.
• Operates the online Automated Transit Information System (ATIS) effectively to compile customer inquiries, and to log, track, update, and manage records. Utilizes various computer software programs and resource tools to optimize customer experiences.
• Enters customer information and dispositions into the required CRM system appropriately for SmarTrip customers.
• Serves as a liaison between various departmental and internal offices (e.g., Lost and Found, Bike-on-Rail, and Metro Access).
• Promotes a community of best practices and excellence to improve customer experiences. Ensures adherence to diversity, inclusion, equity, and accessibility standards when communicating with all individuals.

Other Duties

• Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety
  Management System and just culture principles.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria
Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
  Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.
This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.