Customer Focus Specialist

Are you a natural problem solver? Do you enjoy helping people? We have a great opportunity for you that offers paid time off and holidays, a free transit pass, and other great benefits! This position comes with lots of room for growth and development. It is a career ladder position, meaning, after 2 years in the department with satisfactory work performance, you can be automatically promoted to a senior-level position.

About the role

Our Customer Service Team is looking for a Customer Focus Specialist to enhance UTA’s reputation with customers and stakeholders by addressing service and ridership concerns, community complaints, and positive recognition.

Responsibilities

• Handle on-the-phone rider and customer complaints regularly.
• Work within the organization as an advocate to ensure customer concerns are addressed and responded to in a timely manner.
• Analyze customer trip history and evaluate account adjustment requests.
• Identify trends; work closely with departments to identify root causes of customer service issues and develop solutions to improve service quality and mitigate problems.

Schedule

The Customer Focus Specialist position is staffed in the office or work-from-home (W.F.H.) setting, determined by performance, with the following availability:

• Monday through Saturday: 6:00 AM to 11:00 PM
• Sundays: 7:30 AM to 6:00 PM

Shifts are generally four 10-hour shifts, either 6:00 AM - 4:30 PM or 12:30 PM to 11:00 PM, with possible mid-shifts and Sundays (7:30 AM to 6:00 PM). Shift assignments are determined by seniority through a shift bid process, which occurs as needed.

During paid training (4-6 weeks), you will work 9:00 AM - 5:30 PM, Monday through Friday. Your schedule will likely change after training.

You must be willing to work nights, early mornings, weekends, and holidays as needed.

Requirements

• 2 years of customer service experience with the public, including excellent verbal and written communication skills, with at least one year in a position of trust requiring self-management.
• 1 year of handling on-the-phone customer complaints (preferred but not required).
• Associate’s Degree in Business Administration or a related field such as Communications.
• Regular and predictable attendance is required.

An equivalent combination of relevant education and experience may be considered. UTA reserves the right to determine equivalencies.

Skills

• Experience investigating and resolving customer complaints.
• Basic proficiency in general spelling and grammar.
• Basic proficiency in MS Outlook and Excel (preferred but not required).
• Intermediate proficiency in MS Word (preferred but not required).
• Ability to type 40 WPM (preferred but not required).
• Ability to speak a second language (preferred but not required).

Pay

$20.38 per hour.

Benefits

• Health, dental, vision, life/AD&D, short-term and long-term disability insurance, with Flexible Spending and Dependent Care accounts.
• Choice between Traditional Co-Pay or High Deductible Health Plans for medical coverage; HSA with company match available for HDHP enrollees.
• Coverage for domestic partners (eligibility affidavit required).
• Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, domestic partners, and dependent children.
• 22 days of accrued paid time off (13 vacation days and 9 sick days), increasing with tenure.
• 10 paid holidays and two paid floating holidays per year.
• Retirement options: Pension Plan with 5-year vesting and 457 Contribution Plan with immediate company matching.
• Generous tuition reimbursement for higher education (bachelor’s, master’s, or PhD), with prior approval required.
• Training, development, and career advancement opportunities.
• Paid parental leave for birth, adoption, and child placement (after 12 months of employment).
• Free transit passes for employees, spouses, and dependent children.
• Employee assistance program (counseling, legal services, financial planning, etc.).
• Comprehensive wellness program (UTA Well) supporting employees and dependents.
• Free on-site fitness facilities and discounted memberships to VASA Fitness and EoS Fitness.
• Discounted cell phone plans with T-Mobile.
• Pet insurance plan options.