Customer Experience Assistant

$38,626 - $57,574/Yr

North County Transit District - Oceanside, CA

Full-time - Entry Level

Oceanside, CA

Transit and Ground Passenger Transportation

About the position

The Customer Experience Assistant (CEA) at North County Transit District (NCTD) plays a crucial role in delivering exceptional customer service to transit passengers. This position involves assisting customers at various service locations, including the District Call Center and on-board transit modes, ensuring a positive and enjoyable transit experience. The CEA is responsible for handling inquiries, resolving issues, and providing information about transit services while maintaining high standards of communication and service delivery.

Responsibilities

• Provide exceptional service to NCTD customers on the phone, in person, and online.
• Respond to inquiries from the public regarding transit services.
• Greet members of the public in person and via telephone.
• Effectively handle a high volume of customer calls, working within established call center metrics.
• Balance extraordinary service with fast-paced PC/phone multitasking skills while navigating through computer applications.
• Research and resolve customer issues, seeking productive outcomes for both the customer and NCTD.
• Communicate effectively in sensitive and/or stressful situations.
• Escalate issues appropriately.
• Develop and draft customer correspondence in a timely manner with a solution-focused orientation.
• Deliver passenger schedules and transit information to distribution locations.
• Process and maintain lost and found items.
• Process data and maintain the Department's databases.
• Conduct surveys on board transit modes and at facilities to gather data and assess customer satisfaction.

Requirements

• Exemplary communication skills.
• Experience in customer service, preferably in a call center environment.
• Basic computer skills for data entry and navigation of applications.
• Cash handling experience.
• Ability to handle high volumes of customer interactions effectively.

Nice-to-haves

• Supervising experience in a customer service setting.

Benefits

• Full-time position with competitive hourly wage ranging from $18.57 to $27.68.
• Opportunities for career advancement within the Customer Experience Department.