Customer Experience Coordinator Jobs

Summary of Job:

Under the direction of the Customer Service Supervisor this position is responsible for producing and analyzing data for various Jacksonville transit services and systems and collaborating with Transit Operations and other JTA departments to identify trends and recommend practical processes and solutions. Will use various software programs for tracking and monitoring findings to assist Transit Operations and others with isolating problematic areas and finding timely solutions. Will serve as a liaison between Transit Operations, Customer Service, and external customers to resolve customer problems. Additionally, duties include providing bus route information in a high volume, inbound call-center environment and responding to telephone inquiries and complaints. Schedule F/T: Monday through Friday (5:20am-2:20pm – Job #2018-001) or (7am-4pm – Job #2018-002) with possible rotating Saturdays (8am-5pm) and/or Sundays (times TBD) as needed.

Essential Job Functions:

• Acts as a liaison between customer service, transit operations, and other departments, as appropriate, to secure information and assist with the resolution of complaint responses within five business days of the complaint's acknowledgment.
• Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals to other agencies as appropriate.
• Communicates with co-workers, management and others in a polite and professional manner.
• Reads and applies various documents such as maps, procedures and regulations to work situations.
• Recognizes situations requiring the immediate attention of management.
• Create and run CRM reports for internal departments.
• Provides training for new hires, monitoring and reporting progress.
• Performs mandatory storm/disaster job related functions that are essential to the Continuity of Operations Plan (COOP) and/or the EOC.
• Acts as a liaison between the Transit Operations and customers.
• Ability to build and generate CRM reports.
• Reviews and audit Customer Relationship Management (CRM) for trends and root causes of concerns.
• Keeps abreast of departments/divisions operational procedures, practices and office locations.
• Make recommendations for resolutions when trends and potential issues are identified.
• Contacts departments or divisions, as appropriate, to secure information and/or refer issues and complaints for a response.
• Supports JTA/JTM’s team concept and conducts business in an ethical manner.
• Provides bus route information and other services to the public.
• Researches, gathers, and enters all pertinent facts pertaining to suggestions and complaints into a Customer Relationship Management (CRM) database.

Supervisory & Operational Authority:

• This position has 0 direct reports.

Compliance:

• Responsible for completing all mandatory training classes.
• Responsible for reviewing and complying with all JTA policies, procedures and directives.

Required/ Preferred Experience:

High school diploma or equivalent required, bachelor’s degree preferred. Requires three years of experience in a high-volume inbound call center customer service environment. Experience in collecting and analyzing data.

Knowledge, Skills & Abilities:

• Strong knowledge of JTA fixed routes within the service delivery area.
• Possession of human relations skills.
• Ability to work nights and weekends.
• Knowledge of the city streets, bus routes, directions and points of interest.
• Knowledge of CSM reports.
• Ability to read maps and provide customers related information.
• Ability to work in a fast-paced and highly diverse environment.
• Ability to type at the rate of 50 wpm.
• Excellent organizational skills and have the ability to prioritize work assignments.
• Strong analytical and problem-solving skills.
• Ability to resolve complaints and answer questions tactfully and professionally.
• Ability to clearly communicate verbally and in writing.
• Knowledge of computer information systems used in data analysis.
• Ability to work with and train team members.
• Ability to create formula-based reports.
• Ability to conduct in-depth interviews with mature judgment and diplomacy.
• Ability to operate telephone communications equipment.
• Proficiency using a personal computer equipped with Microsoft Office Suite (especially Word, Excel and Outlook).
• Knowledge of customer service standards and the ability to remain focused on customer needs.

Physical Demands:

• Sit for prolonged periods.
• Perform repetitive motion.