Customer Care Representative - Ticket Sales in Nashville, Tennessee at Davidson Transit Organi

We are WeGo. It's not just our name. It's what we do. That forward-thinking movement is extended and enriched by branding that looks and feels the same no matter where it lives in our communities. The WeGo brand stands for a collaborative commitment to exceptional service, friendliness, integrity, and honesty as we connect riders to their community and one another.

Position Summary

This position is responsible for answering telephone inquiries from the public, taking complaints, mailing schedules and other materials requested by the public.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, and/or new ones may be assigned at any time with or without notice. The principal duties are intended to describe those functions that are essential to the performance of this job and must be performed unaided or with the assistance of reasonable accommodation.

Key Responsibilities

• Responsible for selling fare media to customers at the Customer Information Booth.
• Responsible for the completion of the reconciliation of daily sales and paperwork at the end of each scheduled shift.
• Providing accurate, satisfactory answers to customer inquiries and concerns regarding the agency’s transit services.
• Provide customers with accurate and up-to-date fixed route transit information utilizing Trapeze INFO Agent Software, Google Maps, and Transit Master.
• Responsible for inputting customer comment entries in Trapeze COM Software that are reported via Customer Information Booth.
• De-escalate situations involving dissatisfied customers, offering assistance and support.
• Guide customers through troubleshooting, navigating the company site or use of fare media platform and transit services.
• Collaborate with other Customer Care team members to improve customer service.
• Receive and input all Lost and Found items and enter them into Access Database.
• Responsible for the fulfillment and distribution of fare media mail orders processed by the Call Center Team.

Required Skills

• Read schedules, maps, route guides, detour sheets, etc. and interpret information.
• Understand and carry out detailed written or verbal instructions
• Perform arithmetic calculations
• Receive and count cash and accurately and report figures
• Problem Solving
• Speak clearly and distinctly
• Work with little supervision
• Perform repetitive work
• Good customer service skills
• Meet required deadlines
• Ability to work any schedule, including evenings and weekends on a regular schedule, and work overtime as needed
• Respond to emergency situations (such as reporting to work early/staying late due to bad weather)
• Maintains effective working relationships with all levels of employees

Qualifications

• High school diploma or GED certificate
• Experience working with the public
• Previous telephone operator experience with excellent voice quality for telephone work
• Ability to acquire knowledge of Davidson County and MTA service in a reasonable time

Davidson Transit Organization, Employment unit of WeGo Public Transit is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.