Customer Service Specialist

Dart - Des Moines, IA (30+ days ago)3.8

Local and state leaders created the Des Moines Area Regional Transit Authority, or DART, out of the Des Moines Metropolitan Transit Authority, or MTA, in 2006. The move has enabled the agency to begin evolving into a more regional transit system.

DART is the largest public transit agency in Iowa, serving 14 member governments, including Alleman, Altoona, Ankeny, Bondurant, Clive, Des Moines, Granger, Grimes, Johnston, Pleasant Hill, Polk County, Urbandale, West Des Moines and Windsor Heights.

Enriching Lives, Connecting Communities, Expanding Opportunities.

What do we offer?

Health Insurance
Dental Coverage
Vision Care
Group Life Insurance
Deferred Compensation Plan
I.P.E.R.S. Retirement System
Long Term Disability
Short Term Disability
Flexible Benefit Plans
Paid Time Off (PTO)
Tuition Assistance

Position Summary:
Under direct supervision, interact with customers to provide prompt, accurate and courteous customer service for walk-ins or large volume telephone calls for both Fixed Route and Paratransit customers. Enter and maintain accurate records. Due to the nature of this position, must be flexible and able to work off-hours shifts as required.

Essential Functions of this Position:
Respond to a high volume of telephone calls (200 – 350 daily) via a multi-line phone system from the general public regarding transit routes, schedules and fare information.

Interact with customers to answer questions, give directions and resolve complaints in a courteous, efficient manner.

Direct customers to their destination by the quickest and most convenient transit route; indicate the location of passenger stops; inform customers of fares, regulations and transfer rules.

Respond calmly and cooperatively under various circumstances including emergency calls, customers with varying language abilities, upset customers, and customers with special needs.

Assist customers with basic myDART Application questions and/or issues.

Record customer comments, complaints, commendations and recommendations via Agency database.

Balance cash drawers at the end of the shift.

Other duties as assigned by the Customer Service Manager.

Non-essential Functions of this Position:
Perform general office duties including typing, filing, assembling, copying and processing incoming and outgoing mail for the department.

Update website with various information such as detour notices, press releases, weather advisories/updates and Commission Packets/Minutes.

Manage Agency displays of customer information including route maps, information bulletins, etc.

Education and/or Experience:
High School Diploma or equivalent

Three (3) – Five (5) years experience in customer service

Previous customer service experience in a high volume call center and/or working with the general public, preferred.

Bilingual (English/Spanish) preferred.

Knowledge, Skills and Abilities:
Knowledge of:
Des Moines and surrounding area city streets, landmarks and related geography in DART service areas.

Principles and practices of providing excellent customer service in a tactful and effective manner.

Skill, Ability or Competency to:
Read city maps and communicate directions to others.

Project a courteous, patient, helpful and positive attitude.

Understand and speak clearly, concisely and coherently with or without corrective devices.

Perform word processing and database management using Microsoft Office software

Handle monetary transactions.

Maintain attention to detail in stressful or adversary situations

Ability to learn additional software related to transit and/or customer service.

Special Requirements:
Must be flexible and able to work off-hours shifts as required

Physical Demands:
On a normal work day, this position requires:
Prolonged periods of sitting and reaching

Requires extensive use of hands, fingers, legs and arms in selecting/grasping paper, telephone, computer and related items and reach/extend hand and arms in any direction, (horizontal and vertical movement)

Physical activity involves limited use of the lower extremities and back muscles to occasionally bend, stoop, crouch and lift.

Requires the capacity to exert up to 50 pounds either pushing, pulling or lifting

Requires clarity of vision at 20 inches or less to read and enter relevant numerical data

Work Environment:
Work is performed in a general office environment.