Customer Relations Representative

Pay Range:

$21.29 - $26.61

Pay Per Hour:

$21.29

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Non - Exempt

Professionals:

06 - Admin Support (EEO-4-United States of America), 6D - Customer Service (EEO-SubCategory)

General Summary:

Serves as the primary liaison between DART and the communities we serve, delivering exceptional customer experiences while promoting transit services and providing information assistance in a high-volume contact center environment.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage high-volume incoming calls with professionalism and empathy, providing comprehensive information about DART transit services, schedules, routes, fare structure, special events, and system operations. Offer trip planning assistance, promotional information, and general transit guidance. Transfer calls to specialized departments when issues require investigation or advanced assistance.

• Actively promote DART’s mission and services, creating positive interactions that enhance public perception and encourage increased ridership throughout our transit network.

• Processes requests for DART literature by preparing customer schedules and other DART literature for fax or mailout.

• Collaborate with cross-functional teams to troubleshoot system issues, provide peer mentoring, and support training initiatives within the Customer Relations and Support section.

• Utilize advanced transit management systems, including Swiftly, Trapeze, and internal databases, to research and provide accurate, real-time information to customers.

• Maintain, monitor, and operate communication technology, including phone systems, headsets, and other related equipment. Escalate technical issues to supervisory staff to ensure minimal service disruption.

• Execute additional responsibilities as assigned to enhance department effectiveness and customer satisfaction metrics.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Note: An equivalent combination of related education and experience may be substituted for the below-stated minimums, excluding High School Diploma, GED, Licenses, or Certifications.

• High school diploma or equivalent; additional education or certification in customer service is a plus.

• One (1) year of customer service experience in a high-call-volume center

• Must be able to pass a standardized skills assessment test.

• Advanced proficiency in Microsoft Office Suite and database management systems. Skilled at using CRM software.

• Pass a physical (medical) examination that includes a drug screen to operate DART non-revenue vehicles.

• Demonstrated competency in office equipment, including multi-line phone systems, copiers, and fax machines, and established telecommunications equipment to include equipment for the hearing impaired.

• Ability to apply analytical thinking and creative approaches to provide accurate information and assistance with customer inquiries

• Ability to maintain composure and productivity in fast-paced, high-stress environments while adhering to strict operational protocols and managing multiple supervisory relationships.

• Ability to sit and work for an extended period of time in a structured environment, adhere to strict department guidelines, while reporting to multiple supervisors in a timely manner.

• Demonstrate flexibility with shifts, irregular schedules, and weekend/holiday coverage to meet operational demands.

• Exhibit unwavering dedication to exceeding customer expectations through active listening, solutions-oriented thinking, and relationship building that fosters trust and loyalty.

• Demonstrate exceptional organizational skills with the ability to prioritize critical tasks, maximize productivity, and handle diverse responsibilities.

• Display proactive work ethic with enthusiasm for challenging assignments, confidence in independent decision-making, and consistent identification of improvement opportunities.

• Ability to apply systematic problem-solving methodologies to complex situations, identify root causes, and develop comprehensive solutions that address both immediate and long-term needs.

• Build and maintain p