Oct 15, 2021

Customer Experience Coordinator

$22.03 hourly
  • Valley Metro
  • Phoenix, AZ, USA
Full-Time Customer Service Government Law Enforcement & Security Transportation

Job Description

The Customer Experience Coordinator provides courteous, friendly, and professional customer assistance to Valley Metro Rail customers on station platforms. Customer Experience Coordinators serve as the "eyes and ears" on the system, interacting with customers and the public also while working with operations and security personnel to monitor, report and make decisions on service, security and maintenance activities to support a positive customer experience along the light rail line.
 
Position reports to: Operations & Maintenance Division with an indirect, yet supportive relationship with the Safety, Security & Quality Assurance and Communications & Strategic Initiative Divisions.

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

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.
 
• Takes ownership of rail station platforms providing a highly visible and engaging presence to riders of the system; and reports service, security and maintenance observations and concerns to security and operations personnel in the field and to the Operations Control Center (OCC).
• Works in zones and roves between a series of assigned station platforms to assist customers, support passenger safety, ensure station cleanliness and contribute to an overall positive impression of the Valley Metro Rail system.
• Actively engages with customers to be seen as a resource, customer advocate and authority, including greeting and educating customers about transportation services, fare policy and our Code of Conduct; helping to obtain fares through ticket vending machines; distributing transit information and potentially conducting surveys and assisting with agency projects.
• Remains alert and proactive in responding to situations within a designated zone to facilitate resolution of complaints and platform issues; supports incident communications to customers, in-field staff and management; serves as front-line "eyes and ears" for the Operations Control Center.
• Conducts system auditing and reports to Operations Control Center or appropriate resource, including identifying station cleaning needs, when fare vending machines are down, graffiti, out-of-date or misplaced advertising, and violators of the Code of Conduct.
 • Supports special events/special operations and communicates, as needed, with customers, Operations Control Center and management. Ensures quick and orderly crowd control movement to help streamline boarding, fare payment and overall event entry and exit.
• Actively participates in on-going training activities with operations, maintenance, safety and security personnel in order to maintain adequate knowledge of transit system operating environment, safety protocols, and agency policies and procedures.
• Requires the completion of regular checklists, work orders, and the preparation of various reports for management review.
• Performs other similar and related duties as assigned.

KNOWLEDGE AND SKILL:
Knowledge of:
Clear and effective communications
Customer service principles and practices
Customer engagement
De-escalation/conflict resolution tactics
Transit operations
Safety & security principals
Radio communications
 
Skill in:
Customer service
Uses mobile technology, hand-held radio and other software to perform facets of the job
Crowd management
Ability to remain calm under pressure and work in rapidly changing environment
Ability to pick up on things quickly and adapt to changing circumstances
Ability to absorb technical information and translate for the general public
Willingness to learn a new industry and be a lifelong learner
Collaboration and teamwork, across divisions and work styles
Relationship building and management; strong inter-personal skills
Active listening
Prioritizing workload
Problem solving and taking initiative
 

PHYSICAL DEMANDS / WORK ENVIRONMENT

Physical ability and stamina to stand and perform activities in environmentally diverse situations for extended periods of time; strength to lift and maneuver materials weight up to 25 pounds; vision to read printed materials; hearing and speech to communicate face-to-face and using mobile technology and hand-held radio. This position works outdoors and will be exposed to external weather conditions. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

 

APPLY DIRECTLY ONLINE AT: http://agency.governmentjobs.com/valleymetro/default.cfm

Occupations

General-Other: Training-Instruction, Guide (Tour), General-Other: Customer Support-Client Care

States

AZ

Security Clearance

NO Security Clearance

Job Requirements

MINIMUM QUALIFICATIONS & REQUIREMENTS

Human Resources reserves the right to call only the most qualified applicants to the selection process.

Associate's degree from an accredited college or university in Communications, Business Administration, Public Administration, or related field ; AND two (2) years of customer service experience, including one (1) year of face to face customer service experience that involves confrontational and dynamic situations and diverse audiences. An equivalent combination of education and experience sufficient to successfully perform the essential duties may be considered. Bilingual (Spanish) desirable.
 
Must be willing and able to work various shifts that include nights, weekends, holidays and/or split shifts. This position works outdoors and will be exposed to external weather conditions.
 
Requires reliable attendance.
Employees must wear an employer-provided uniform while on duty.
 
Background Investigation:
Employment is contingent upon the results of a background check.


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