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Customer Service Team LeadKansas City Area Transportation Authority • Kalamazoo, Michigan, United States
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Customer Service Team Lead

Kansas City Area Transportation Authority
  • US
    Kalamazoo, Michigan, United States
  • US
    Kalamazoo, Michigan, United States
Apply Now

About

Customer Service Team Lead

Metro is looking for a compassionate and dedicated Customer Service Team Lead to provide high-quality customer service to community members visiting the Kalamazoo Transit Center. The Customer Service Team Lead will deliver outstanding customer service by handling inquiries, managing complaints, processing orders, and providing vital administrative and operational support. Whether in-person, over the phone, or by email, this position will interact with the public in a professional and positive manner.

If you're detail-oriented, customer-focused, and ready to grow your career in public service, we want to hear from you. Apply today!

Offering excellent benefits including paid training, paid holidays, annual leave, paid bereavement leave, medical insurance, dental insurance, vision insurance, pension benefit, deferred compensation, retirement health care savings program, and serving customers who live and work in the community.

Metro is proud to be an equal employment opportunity employer and strives to provide a culturally diverse workforce. Metro does not discriminate in employment or services on the basis of race, creed, color, origin, age, sex, religion, marital status, sexual orientation, veteran status, or disability.

Essential Duties/Responsibilities

A qualified individual with a disability must be able to perform the essential functions of the position with or without reasonable accommodation.

  • Train new employees on the Indian Trails Ticketing System, AFM, Cisco Finesse, Metro services, and Metro apps and websites.
  • Create and manage new bus passes for inventory.
  • Develop and update schedules for intercity bus lines.
  • Assist customers with scheduling and routing questions in person and over the phone.
  • Receive and process payments made in person, by phone, and by mail.
  • Fulfill customer requests for bus schedules.
  • Balance cash drawers daily and document any discrepancies.
  • Assist with staff coverage during both scheduled and unscheduled absences.
  • Perform data entry duties as needed.
  • Provide support to Transportation personnel as required.
  • Assist IT staff in troubleshooting hardware and software issues.
  • Promote a safe work environment by identifying, documenting, and reporting safety or security concerns at the station.
  • Perform other duties as assigned.

The position will function under the general supervision of the Operations Planning and Customer Service Manager

Job Qualifications

Education and Experience:

  • High School diploma or equivalent preferred
  • Customer Service experience preferred
  • Stable work history
  • History of good attendance and punctuality
  • Minimum age of 18
  • Minimum 2 years of driving history
  • Oral and written communication skills
  • Interpersonal and customer relations skills

Ability to:

  • Learn and explain standard transit operating practices and procedures
  • Learn and practice safety rules and procedures required in the transportation of guests
  • Learn bus routes, schedules, street and locations with Metro Transit's service area
  • Be flexible in handling changes
  • Understand and follow written and oral instructions
  • Work patiently with and demonstrate sensitivity to the elderly and those with disabilities
  • Resolve customer complaints courteously and tactfully
  • Establish and maintain cooperative and effective working relationships with other employees and the public
  • Be flexible to work varied shifts including days, nights, and weekends
  • Exercise sound judgement in stressful situations within scope of responsibilities
Work Conditions
  • Subject to inside environmental conditions; protection from weather conditions but not necessarily temperature changes.
  • Frequently in the general office environment; lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
  • Occasionally in an outdoor environment, outdoor temperatures may range from cold to hot seasonally, and there are some unpleasant conditions including exposure to noise, fumes, gases and odors from buses.
Physical Requirements
  • Frequently required to use hands and fingers to handle, feel or operate office equipment, and reach with hands and arms.
  • Frequently required to stand for long periods of time.
  • Occasionally required to lift and/or move up to 50 pounds.
  • Required to frequently talk and hear.
  • Required to occasionally stand and walk.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Kalamazoo, Michigan, United States

Languages

  • English
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