RideStore - Retail Customer Service - Lead
RideStore - Retail Customer Service - LeadJob LocationsUS-WA-EverettOpening Date2 months ago(6/7/2023 6:
29 PM)Job ID2023-1590CategoryCustomer ExperienceBargaining UnitYesMax (Hourly)USD $34.
32/Hr.
Min (Hourly)USD $34.
32/Hr.
OverviewUnder minimal supervision, the Lead will work with the Assistant Manager of Customer Care to make sure each person on the team has the training and resources needed to deliver excellent customer service.
The Lead will help and guide the team.
They will help to ensure the team is following standards, policies, and procedures.
They will assist with scheduling and prioritizing the Sales & Distribution team's daily work.
The Lead will help to develop and maintain departmental training materials and records.
They help with team communication and give feedback to staff within the agency.
The Lead will help gather data and prepare reports.
The Lead role is a working position.
Expectations are that, when necessary, the Lead will help complete work assignments.
Including selling fare media products.
Responding to requests for transit information, lost and found inquiries, and customer comments.
Essential DutiesProcesses over-the-counter retail, telephone, online and mail order sales of electronic fare media, transit passes, tickets and permits.
Processes requests for refunds.
Maintains sales logs and inventory records.
Prepares daily cash sales reports and reconciles cash drawer.
Receives, tracks and processes lost and found articles.
Provides service to customers calling the ORCA regional call center including product sales, troubleshooting, and general information.
Responsible for distributing consumer information and marketing materials to distribution outlets (internal and external).
Stocks, warehouses, maintains and records weekly inventory.
Provides accurate, detailed and timely responses to telephone inquiries from the general public for route and schedule information, fares, bus stop locations, transfer points and service or other changes.
Provides information about Community Transit's operational policy, procedures and general transit practices.
Troubleshoots, documents and reports system and equipment problems.
Performs all other Sales & Distribution Specialist duties of a similar nature or level, as required.
Audits Distribution inventory, poster printing, schedule posting, etc.
Acts as point of contact on Service Change Core team as necessary.
Audits lost and found process.
Tracks DART and Free Ride ticket counts, ordering and flow through rates.
Advises Manager when orders are needed.
Reports usage internally and to transit partners.
Help reconcile ORCA cases.
Assists with monthly inventory and till audits.
Researches and compiles data for review and evaluation; prepares and publishes reports.
Document and maintain policies and procedures.
Review and resolve customer escalations.
Identifies solutions to the customer's concern and/or directs them to the appropriate resource.
Responds to questions/concerns from the S&D team while on duty.
Elevate concerns that need further explorationProvides assistance in developing departmental training materials and identifying off-site training opportunities.
Ensures that training is provided for any new employees, equipment, policy or procedure.
Ensures training records are up-to-date and complete for the S&D team.
Helps to schedule, adjust and oversee the work of the S&D team, ensuring established standards, policies and procedures are followed.
Provides the Assistant Manager of Customer Care with data related to staffing needs and opportunities.
Assists in the creation, monitoring and adjustments of the work schedule to ensure adequate staffing coverage.
Reviews time sheets and absence requests for completeness and accuracy.
Tracks Reliability Award.
Performs related duties of a similar nature or level, as required.
RequirementsMinimum Qualifications Four years of progressively responsible sales and customer service experience required.
No more than 2 moving violations and/or accidents in the last three years.
Demonstrated regular and reliable attendance.
An equivalent combination of education, skills, and experience sufficient to successfully perform the essential duties of the job such as those listed above may be considered.
Preferred Two years of ORCA call center and/or customer service office experience.
Experience in a supervisory role.
Entry Requirements for:
Knowledge and Skills Qualification to enter this position requires knowledge of the following:
Customer relations/service principles and practices.
Microsoft Windows and related desktop applications and features.
Community Transit's customer comment system Connections.
Public transit, including Community Transit's and Sound Transit's service areas, policies and procedures regarding transit fares, ORCA card use, transfers, organization and pass/ticket/permit sales.
Americans with Disabilities Act.
Labor Agreement between Community Transit and Amalgamated Transit Union #1576.
Qualification to enter this position requires skill in:
Fostering an inclusive workplace where diversity, equity and inclusion is valued and leveraged to uphold agency Core Values and achieve the vision and mission of the organization.
co Planning, organizing, prioritizing and coordinating work within a diverse team.
Remaining professional and courteous with customers at all times and providing effective, accurate, courteous customer services.
Ability to provide and maintain professional communication and interpersonal relationships when interacting with co-workers, supervisor, internal and external customers, even during difficult conversations, as well as active listening skills that build, adapt and maintain relationships.
Dedication to customer satisfaction and team growth and development.
Able to type a minimum of 45 wpm accurately.
Data entry, basic business writing, general math and handling money.
Operating company vehicle during frequent stops.
A valid Washington State driver's license is required.
Transferring knowledge and information to others.
Proficient Performance Requirements for Knowledge and Skills Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:
Familiar with agency policies and procedures.
Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:
Assist in training of Sales and Distribution staff as needed.
Assist with the creation of presentations and reports that allow the Customer's Experience to be communicated throughout the agency.
Prioritizing, planning and scheduling work.
Physical RequirementsReaching, standing, walking, pushing, pulling, lifting, fine manipulation, grasping, talking, hearing, seeing, repetitive motions, carrying.
Sedentary Work:
Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Employee
Benefits:
Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.
In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and nine (9) paid holidays throughout the calendar year.
Full list of all benefits and details can be found here.
If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.
Community Transit provides a tobacco-free and drug-free work environment.
As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on an basis prohibited by Federal, State or Local law.
We value and encourage diversity in our workforce.
EOE AA M/F/Vet/Disability.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
Recommended Skills Active Listening Auditing Call Centers Coordinating Customer Relationship Management Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
29 PM)Job ID2023-1590CategoryCustomer ExperienceBargaining UnitYesMax (Hourly)USD $34.
32/Hr.
Min (Hourly)USD $34.
32/Hr.
OverviewUnder minimal supervision, the Lead will work with the Assistant Manager of Customer Care to make sure each person on the team has the training and resources needed to deliver excellent customer service.
The Lead will help and guide the team.
They will help to ensure the team is following standards, policies, and procedures.
They will assist with scheduling and prioritizing the Sales & Distribution team's daily work.
The Lead will help to develop and maintain departmental training materials and records.
They help with team communication and give feedback to staff within the agency.
The Lead will help gather data and prepare reports.
The Lead role is a working position.
Expectations are that, when necessary, the Lead will help complete work assignments.
Including selling fare media products.
Responding to requests for transit information, lost and found inquiries, and customer comments.
Essential DutiesProcesses over-the-counter retail, telephone, online and mail order sales of electronic fare media, transit passes, tickets and permits.
Processes requests for refunds.
Maintains sales logs and inventory records.
Prepares daily cash sales reports and reconciles cash drawer.
Receives, tracks and processes lost and found articles.
Provides service to customers calling the ORCA regional call center including product sales, troubleshooting, and general information.
Responsible for distributing consumer information and marketing materials to distribution outlets (internal and external).
Stocks, warehouses, maintains and records weekly inventory.
Provides accurate, detailed and timely responses to telephone inquiries from the general public for route and schedule information, fares, bus stop locations, transfer points and service or other changes.
Provides information about Community Transit's operational policy, procedures and general transit practices.
Troubleshoots, documents and reports system and equipment problems.
Performs all other Sales & Distribution Specialist duties of a similar nature or level, as required.
Audits Distribution inventory, poster printing, schedule posting, etc.
Acts as point of contact on Service Change Core team as necessary.
Audits lost and found process.
Tracks DART and Free Ride ticket counts, ordering and flow through rates.
Advises Manager when orders are needed.
Reports usage internally and to transit partners.
Help reconcile ORCA cases.
Assists with monthly inventory and till audits.
Researches and compiles data for review and evaluation; prepares and publishes reports.
Document and maintain policies and procedures.
Review and resolve customer escalations.
Identifies solutions to the customer's concern and/or directs them to the appropriate resource.
Responds to questions/concerns from the S&D team while on duty.
Elevate concerns that need further explorationProvides assistance in developing departmental training materials and identifying off-site training opportunities.
Ensures that training is provided for any new employees, equipment, policy or procedure.
Ensures training records are up-to-date and complete for the S&D team.
Helps to schedule, adjust and oversee the work of the S&D team, ensuring established standards, policies and procedures are followed.
Provides the Assistant Manager of Customer Care with data related to staffing needs and opportunities.
Assists in the creation, monitoring and adjustments of the work schedule to ensure adequate staffing coverage.
Reviews time sheets and absence requests for completeness and accuracy.
Tracks Reliability Award.
Performs related duties of a similar nature or level, as required.
RequirementsMinimum Qualifications Four years of progressively responsible sales and customer service experience required.
No more than 2 moving violations and/or accidents in the last three years.
Demonstrated regular and reliable attendance.
An equivalent combination of education, skills, and experience sufficient to successfully perform the essential duties of the job such as those listed above may be considered.
Preferred Two years of ORCA call center and/or customer service office experience.
Experience in a supervisory role.
Entry Requirements for:
Knowledge and Skills Qualification to enter this position requires knowledge of the following:
Customer relations/service principles and practices.
Microsoft Windows and related desktop applications and features.
Community Transit's customer comment system Connections.
Public transit, including Community Transit's and Sound Transit's service areas, policies and procedures regarding transit fares, ORCA card use, transfers, organization and pass/ticket/permit sales.
Americans with Disabilities Act.
Labor Agreement between Community Transit and Amalgamated Transit Union #1576.
Qualification to enter this position requires skill in:
Fostering an inclusive workplace where diversity, equity and inclusion is valued and leveraged to uphold agency Core Values and achieve the vision and mission of the organization.
co Planning, organizing, prioritizing and coordinating work within a diverse team.
Remaining professional and courteous with customers at all times and providing effective, accurate, courteous customer services.
Ability to provide and maintain professional communication and interpersonal relationships when interacting with co-workers, supervisor, internal and external customers, even during difficult conversations, as well as active listening skills that build, adapt and maintain relationships.
Dedication to customer satisfaction and team growth and development.
Able to type a minimum of 45 wpm accurately.
Data entry, basic business writing, general math and handling money.
Operating company vehicle during frequent stops.
A valid Washington State driver's license is required.
Transferring knowledge and information to others.
Proficient Performance Requirements for Knowledge and Skills Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:
Familiar with agency policies and procedures.
Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:
Assist in training of Sales and Distribution staff as needed.
Assist with the creation of presentations and reports that allow the Customer's Experience to be communicated throughout the agency.
Prioritizing, planning and scheduling work.
Physical RequirementsReaching, standing, walking, pushing, pulling, lifting, fine manipulation, grasping, talking, hearing, seeing, repetitive motions, carrying.
Sedentary Work:
Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Employee
Benefits:
Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.
In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and nine (9) paid holidays throughout the calendar year.
Full list of all benefits and details can be found here.
If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.
Community Transit provides a tobacco-free and drug-free work environment.
As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on an basis prohibited by Federal, State or Local law.
We value and encourage diversity in our workforce.
EOE AA M/F/Vet/Disability.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
Recommended Skills Active Listening Auditing Call Centers Coordinating Customer Relationship Management Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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