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Support Specialist Customer Impact

Are you a great problem-solver? Do you enjoy helping others? CapMetro's Customer Impact Support Specialist might be the job for you!

WHO WE'RE LOOKING FOR

The Customer Impact Support Specialists reports directly to the Manager for Monitoring Services. This position is responsible for thoroughly investigating customer concerns related to operations, scheduling, environment, and ADA/Title VI concerns, reporting back to Operations Management and the service provider.  Ensure customer inquiries and concerns are answered and communicate to the customers a resolution regarding their concerns. Provide customer service functions on buses or at various locations throughout the service area. 

RESPONSIBILITIES

WHAT YOU'LL BE DOING

  • Investigate, document, and resolve customer complaints to ensure the service provider resolves the complaints based on guideline established by Capital Metro.
  • Ride on CapMetro contracted service vehicles as part of complaint investigation.
  • Initiate and follow-up with customers by phone, email or in person to resolve problems and answer questions. 
  • Attend special events and/or perform route observation providing customer service outreach which includes giving direction and supporting the Operations Management staff. 
  • Demonstrate empathy, patience, and flexibility during phone calls.
  • Handle customer complaints and problems with the utmost level of professionalism and respectfulness.
  • Generate correspondence and reports to secure customer information.
  • Obtain a working knowledge of labor agreement/Operating Handbook
  • Order, sort, and review videos within a timely manner.
  • Effectively utilize Capital Metro’s systems as part of the investigation, which includes: OrbCAD (Incident Queue, Info View, Playback), Outlook, Capital Metro website, MS Word, Internet Explorer, Capital Metro’s bus and rail system and related literature, and new systems as they are introduced.
  • Assist operators and passengers with transit operational questions and problems.
  • Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting safety and security concerns. 
  • Performs other duties as assigned and/or required.

WHAT YOU BRING

  • High school diploma or GED required. 
  • Three (3) years of general work experience including two (2) years customer service experience.
  • Intermediate experience using Microsoft Office products including Word, SharePoint, Excel, Outlook, and Teams or other similar software programs. 
  • Bilingual (English and Spanish) preferred.

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