Customer Care Agent

Under the supervision of the Customer Service Supervisor, the Customer Care Agent assists customers with transit trip planning and other information by telephone, email and in person. Responsibilities include assisting with promotional programs, delivering company mail to multiple locations, staffing the Transit & Visitor Information Center (TVIC) in downtown Long Beach, as well as the reception area of Long Beach Transit’s (LBT) administrative office. This position may also assist with representing LBT at events in the evenings and weekends to support community outreach efforts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provide excellent customer service for LBT customers by providing information on LBT services, tools and programs in a courteous and efficient manner, enabling customers to effectively use LBT’s services.

• Deep knowledge of LBT services, programs and tools to be able to answer all inquiries regarding routes, schedules, fares and ridership-related policies and procedures.

• Resolve customer concerns and escalate to leads and/or management as appropriate.

• Utilize programs and tools such as the Microsoft Suite, CSM system, transit planning, etc.

• Proactively provide feedback on LBT services, tools, website etc. on behalf of the customer to management for continuous improvement.

• Staff front reception desk at LBT’s administrative office, which includes greeting all visitors, directing them as appropriate and answering the phones..

• Representing and promoting the agency at community events.

• Maintain lost and found system.

• Maintain supply of brochures and other collateral materials at various LBT locations.

• Performs cashiering functions for pass sales and special programs.

• Maintains cash fund, balancing accounts, and preparing cash reports.

• Assist with maintaining up-to-date and accurate information on website and materials regarding company services and policies.

• Prepare special mailings for staff.

• Transports and delivers mail/packages to multiple locations as assigned in company van.

• Attends training programs as required.

• Complies with all LBT safety regulations and reports safety-related accidents, incidents, and unsafe work conditions.

• Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required for the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ATTRIBUTES AND SKILL SETS:

• Excellent interpersonal, customer relations and communication skills.
• Courteous and patient demeanor in interactions with customers and other employees.

• Ability to:

• Understand and effectively communicate transit-related information for customers.

• Perform simple mathematical calculations and maintain accurate cash account records.

• Travel between LBT offices and business centers.

• Work weekends and evenings as required.

• Lift up to 40 pounds.

• Use Microsoft Office programs, perform internet research and utilize other computer programs.

EDUCATION and/or EXPERIENCE:

High school diploma or GED required with a minimum of two years’ experience in customer service or other customer facing related field. Proficiency sought with a variety of office and communications equipment, filing systems and record keeping. Bilingual (especially Spanish and Khmer) communication skills are a plus. Class C driver’s license preferred to perform some functions of the job as assigned.

Upon Request, a Driving Record printout will be required.Salary Range: $47,633-$61,464 (Depending on Qualifications)

Compensation packages are determined based on a variety of factors specific to each candidate, including geographic location, skillset, the mix of relevant education, certifications, experience level, and performance. At Long Beach Transit, compensation decisions are made considering the unique requirements and circumstances of each position.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position

Candidate must be eligible to work in the United States. Long Beach Transit does not sponsor H-1B or other related work visas.

An Equal Opportunity Employer

Successful candidate must pass agency physical, drug and alcohol examinations.

This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.

Online applications must include past work history and be fully completed to be considered. Resumes will not be accepted in lieu of a complete online application.

This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.