Customer Support Agent I

Valley Metro | Phoenix, AZ



Your Route to a Great Opportunity Stops Here!

Upon successfully completing initial training period, this position will be eligible for remote work.

Position is Eligible for Bilingual Pay

The Customer Support Agent I is the first in a three level customer service series. This position is responsible for handling incoming customer calls to Valley Metro's customer service number. The Customer Support Agent I will learn Valley Metro policies, procedures, transit service programs, and call-center systems. Job duties will become more varied and responsible as experience and proficiency are demonstrated.

As a member of the Valley Metro’s Agency Business, Services, and Technology team, demonstrates the Agency’s Core Values of Whatever It Takes, Team Player and Positive Customer Care/Service in performance of daily duties.

Valley Metro exists to Connect Communities and Enhance Lives.

Valley Metro is an Equal Opportunity/Affirmative Action employer.

Minimum Qualifications & Requirements

HS Diploma or GED
One (1) year of customer service or call center experience providing information, responding and resolving customer inquiries

An equivalent combination or education and experience to successfully perform the essential duties as listed will be considered.

Must be able to actively listen while typing, converse with the customer, and navigate multiple computer programs.
Must be available to work various shifts, with various days off and variable work hours, including holidays.
Must successfully complete a 6-week call center training program.
Must have dependable/reliable work habits, including meeting attendance/tardiness guidelines.
Must possess ability to demonstrate excellent communication skills.

Background Investigation:
Employment is contingent upon the results of a background check.

Examples of Duties / Knowledge & Skills
The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Provides assistance and general information to customers, answers high-volume phone inquiries in regard to transportation services, bus and light rail schedules, stop locations, detours, trip planning, fares and lost and found

Operates computer terminal and other standard office equipment required to communicate and assist customers

Reviews scheduling data to ensure trip selection is most efficient; utilizes street map directory, computer terminal, other transit information and other reference materials and makes general conclusions based upon established service area parameters

Performs a variety of clerical tasks such as: responding to customer suggestions, requests and complaints; enters complaints into the customer contact system; responds to customer emails utilizing proper English grammar, spelling and functions; sort's mail, performs record keeping activities

Monitors location of buses and follows up on possible route detours or delays

Responds to ADA, Paratransit, and Field Trip calls; creates eligibility customer files and creates customer complaint files

Assists with customer service training support including mentoring and side-by-side training of team members, answers questions of less experienced staff regarding established operating procedures and guidelines

Provides support as assigned to backup leads on VMS lookup

Handles more complex/sensitive customer situations involving resolution and escalations; clarifies customer complaint; determines cause of the problem, selects and explains the best solution and alternatives

Provides additional information and assistance to internal and external customers as required

Contributes to team efforts and represents Agency core values in the performance of duties

Performs other duties of similar nature and level as assigned

Knowledge of:
Call-Center Software (Cisco, Finesse, Encore, NICE and Trip Planning - ATIS & Alerts)
Record keeping systems and the operation of office equipment, computers, and associated software
Standard agency policies, practices and procedures
Modern office principles and practices
Metropolitan area geography, streets and highways
Techniques for dealing effectively with co-workers and the public in person and over the phone
Correct business English, including spelling, grammar and punctuation
ADA and other pertinent laws and regulations
Phone etiquette

Skills in:
Strong Communication Skills
Using a variety of computer hardware and software in the course of the work
Providing customer service based on policies and procedures
Operating modern office equipment
Maintaining attention to detail and accuracy
Explaining and applying policies and procedures
Answering high-volume phone calls
Working independently
Communicating in order to interact with co-workers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction

Physical Demands / Work Environment
Positions in this class typically require talking, hearing, and seeing. Valley Metro complies with ADA/EEOC requirements with respect to reasonable accommodation for people with disabilities.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Candidates Must apply via our web site.

Copyright © 1998-2023 All rights reserved

September 28, 2023