CUSTOMER CARE REP

POSITION POSTED UNTIL A VIABLE POOL OF CANDIDATES HAS BEEN ESTABLISHED 

THIS POSTING IS TO FILL THE CURRENT VACANCY AND TO ESTABLISH AN ELIGIBILITY LIST TO FILL ANY FUTURE VACANCIES THAT MAY OCCUR IN THE NEXT 6 MONTHS

EDUCATION and/or EXPERIENCE 

Three years of customer service experience. Two of the three years in a Call Center environment preferred.  Knowledge of transportation services and operating policies and procedures is desired. Must have excellent verbal and written communication skills. Some positions may require bilingual skills (English and Spanish) in order to meet bilingual staffing needs.  Intermediate level analytical and problem solving skills are required.  Must have excellent interpersonal and communications skills.  Must have good personal computer skills.  Candidate must successfully pass a customer service, writing and grammar assessment credit check and criminal background investigation administered by the Recruiting branch.  Knowledge of ADA, Title VI, and Title VII federal regulations desired.  Directly related experience may be substituted for education on a year-for-year basis. 

INTERVIEW SELECTION PROCESS: The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments                                                                                              

SUMMARY 

Communicates with MARTA patrons by telephone, written correspondence, and in person to address, document, resolve, and follow-up on customer complaints, concerns, requests, suggestions, and commendations.   Documents and responds to all customer inquiries regarding MARTA’s Automated Fare Collection fare media and equipment disputes.  Ensures customer issues are addressed in a timely, efficient, effective, and customer focused manner, in accordance with MARTA policies and procedures.  Conducts in-depth investigations on recurring transportation and maintenance issues to resolve customer complaints and concerns.  Monitors, reviews, and analyzes customer concern trends.  Compiles reports and analyzes data from the Customer Service Center database and identifies root causes.  Provides recommendations to MARTA's management to reduce and resolve negative trends.  Receives customer comments on subjects involving public hearings, such as the MARTA budget and modifications to MARTA service, documents comment in the H.E.A.T. System, and forwards documentation to the appropriate Community Relations representative.  Provides information to patrons on bus and rail service disruptions, special events, services, and MARTA policies and procedures.  Serves as a Customer Care Field Representative in the garages, on occasion, to investigate bus, rail and Mobility customer complaints. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

1. Communicates with MARTA patrons by telephone, written correspondence, and in person to address, document, resolve, and follow-up on customer complaints, concerns, requests, suggestions, and commendations.  Documents and responds to all customer inquiries regarding MARTA’s Automated Fare Collection fare media and equipment disputes.  Ensures customer issues are addressed in a timely, efficient, effective, and customer focused manner, in accordance with MARTA policies and procedures. Forwards complaints, concerns, requests, suggestions and praises to other MARTA employees and organizations, if necessary, for resolution.   

2. Assists customers with registering their Breeze Cards.  Collects and enters relevant information into the customer database.

3. Provides requested account services such as processing lost, stolen, or malfunctioning cards and updating account information (such as name, address, and telephone updates).

4. Conducts in-depth investigations on recurring transportation and maintenance issues to resolve customer complaints and concerns.  Investigations may require, for example, riding bus or train routes, checking station signage, and communicating with governmental agencies.