Customer Support Representative - Bilingual Spanish/English

Purpose of Role

To support customers by providing information to transit riders and resolving service inquiries through multiple communication channels.

Minimum Qualifications & Requirements

• High School Diploma or GED and two (2) years of experience in:
  • General customer support
  • Call center communication
  • Fluency in both English and Spanish
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Additional education cannot be substituted for experience
• Human Resources reserves the right to call only the most qualified candidates to the selection process
• Licensing/Certification Requirements: None required

Examples of Duties

• Manage routine high-volume phone and email inquiries by providing general information and customer support to public transit riders and directing customers as necessary
• Review routine correspondence and service updates; and log commendations and suggestions
• De-escalate, document, and resolve complaints; and assist callers with trip planning or eligibility for special programs
• Cross-train with other employees and assist with fielding inquiries (e.g., fare support)
• Perform other duties of a similar nature and level as assigned

Required Knowledge & Skills

Knowledge of:

• Basic understanding of public transit system operations
• Thorough knowledge of phone and email inquiry handling procedures
• In-depth awareness of complaint logging practices
• Basic comprehension of transit program eligibility processes
• Advanced knowledge of customer de-escalation techniques
• Familiarity with standard service update communication methods
• Detailed understanding of fare support inquiry assistance
• Using a computer and related software

Skill in:

• Handling general phone and email inquiries
• Logging complaints and commendations properly
• Assisting with trip planning questions
• De-escalating routine customer concerns
• Reviewing service updates and announcements
• Cross-training with team members
• Communication and interpersonal skills to exchange information and receive work direction

Physical Demands / Work Environment

Work is performed in a typical office setting with routine use of standard office equipment. This role is sedentary, requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, time pressure, tedious or exacting work, changing of tasks, multitasking, irregular work schedule/overtime, and working with others on a team.