Customer Support Representative

Pay Range: $28.32 - $31.47 per hour

Location: 1401 Pacific Ave, Dallas, TX 75202

About the role

Under general supervision of the Supervisors in Customer Relations & Support, investigates, addresses and resolves escalated issues and complex customer concerns within DART’s transportation system. Serves as a key liaison between customers and internal departments, conducting thorough investigations, coordinating comprehensive resolutions, and implementing strategic initiatives to enhance service quality and customer satisfaction.

Responsibilities

• Manage incoming customer concerns by conducting thorough intake processes, accurately documenting complaints, requests, suggestions and commendations with proper grammar, punctuation, and attention to detail.
• Demonstrate empathy and active listening skills while coordinating with departments to ensure timely response and follow-up on all customer matters.
• Initiate outbound customer contact as needed to conduct follow-up or gather additional information necessary for complaint resolution.
• Network and interface with various DART departments to research and investigate customer concerns.
• Gather comprehensive information from multiple sources and build rapport with key contacts to facilitate thorough case resolution.
• Conduct comprehensive investigations to validate customer concerns and identify root causes.
• Analyze operational processes, service delivery, and system performance. When appropriate, recommend courses of action to expedite customer resolution and improve service delivery processes based on investigation findings and customer feedback analysis.
• Assist with ongoing customer service projects designed to promote DART services and enhance customer experience. Maintain detailed project documentation and progress reports.
• Prepare reports regarding job duties and activities such as weekly scheduled activities and status.
• Process mobile ticketing application Back Office including but not limited to account adjustments and billing inquiries while maintaining strict accuracy and confidentiality standards.
• Prepare comprehensive reports on job duties, activities, and customer resolution outcomes. Maintain detailed records of customer cases and resolution progress.
• Maintain, monitor and operate communication equipment including phone systems, headsets, and specialized customer service technology. Report equipment malfunctions promptly to appropriate personnel to ensure continuous service delivery.
• Utilize advanced transit management systems including Swiftly, Trapeze, and internal databases to research and provide accurate, real-time information to customers.
• Other duties as assigned to support department objectives and customer satisfaction goals.

Requirements

• High school diploma or equivalent; additional education or certification in customer service is a plus.
• Four (4) years’ experience in a high-call volume center environment with demonstrated proficiency in handling escalated customer complaints and complex issue resolution.
• Proven track record of de-escalation techniques and conflict resolution.
• Experience with multi-channel communication platforms (Phone, email, chat, etc.).
• Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.
• Advanced proficiency in Microsoft Office suite and related software applications.
• Demonstrated expertise in customer relationship management (CRM) systems and database navigation.
• Ability to work variable shifts, irregular hours, nights and weekends.
• Excellent written communication skills with demonstrated accuracy in grammar, punctuation, and professional documentation.
• Exhibit unwavering commitment to exceeding customer expectations through proactive information gathering, solution-oriented thinking, and relationship building that transforms complaints into positive experiences.
• Maintain established key performance indicators (KPIs) including customer satisfaction scores, first-call resolution rates, and escalation resolution timeframes.
• Demonstrated accuracy and integrity when handling financial assets and confidential material.
• Demonstrate consistent adherence to quality assurance standards and call monitoring evaluations.
• Exceptional organizational skills with the ability to prioritize urgent customer issues, maximize investigation efficiency, and handle diverse responsibilities while meeting critical deadlines.
• Ability to enjoy working hard, be action-oriented, and full of energy for challenging tasks. Seizes opportunities and acts with minimal planning.
• Ability to use time effectively and efficiently, concentrating efforts on important priorities.
• Must be able to pass a standardized skills assessment test.
• Ability to relate well to all kinds of people, build rapport, and use diplomacy and tact to diffuse high-tension situations.

Working Conditions

• Works in an environment with minimum exposure to dust, noise, or temperature.
• May be moderately exposed to unpleasant working conditions including dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming all safety precautions and policies are followed.