OVERALL DESCRIPTION

Under general supervision of Customer Service Supervisor, performs specialized customer service functions with patrons and Authority personnel.

SPECIFIC RESPONSIBILITIES

1. Receives and records customers’ complaints, commendations, suggestions and inquiries (via live-chat, telephone, e-mail, internet and electronic messaging) from the public and Authority personnel in VERITAS database using a personal computer. 
2. Processes and monitors customer complaints via Web, Internet and Live Chat and provides feedback to customers and Authority personnel. 
3. Interacts with Customers utilizing Live Chat function in web based program, providing quick turnaround responses to inquires. 
4. Utilizes the CARES/ VERITAS databases to analyzes and identifies Customer Service trends.
5. Functions as the direct customer service liaison for designated districts and locations throughout SEPTA. Provides data analysis and recommendations to improve concerns identified by those locations and/or customers. VISITS designated locations and/or Districts as needed. 
6. Relays information concerning service delays from CTD, STD, and RRD in response to inquiries from the public.
7. Represents Customer Service Department at various special events when requested, and provides customers with transit information.
8. Backfills for the Customer Service Supervisor as needed. 
9. Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities.  Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees.  Responsible for personal safety and is encouraged to promote the safety of others.
10. Performs other duties as assigned.

ADDITIONAL SPECIFIC RESPONSIBILITIES

QUALIFICATIONS AND EXPERIENCE

• Associate’s Degree with two (2) years of Customer Service Contact Center experience or equivalent combination of education and experience (each two years of experience may be substituted for one year of college). Two years of experience working with a CRM or any other customer database.
• Must successfully complete Customer Service Scenario, Math, Writing, and Data Entry tests.
•  Must successfully complete mapping and schedule reading test at time of interview.
• Must possess:
  • Ability to read maps, schedules and other hard copy reference transit materials.
  • Ability and willingness to deal with diverse group of employees and customers
  • Analytical ability required to analyze broad data and suggest courses of action to mitigate concerns 
  • Ability to access, utilize and analyze the CARD and RSA databases
  • Ability to access, utilize and analyze Social Media and Control Center websites 
  • Excellent written and verbal communication skills and telephone protocol required
  • Excellent customer-friendly disposition required while multi-tasking in a fast paced environment
  • Thorough knowledge of service routes and service area with exchange privileges and points
  • Thorough knowledge of fare collection and structure
  • Knowledge of Microsoft Office, Excel, and Customer Relations Management (CRM) Software (Veritas)
• Familiar with Authority rules and regulations and Department office procedures.

EQUIPMENT USED:

• Personal Computer, Telephone equipment

PHYSICAL:

• Prolonged sitting

WORKING CONDITIONS:

• Normal office environment. Subject to working at satellite offices. Subject to travel to various SEPTA locations. Subject to working evenings, weekends, and holidays. 

IDEAL QUALIFICATIONS AND EXPERIENCE