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Lead Customer Care Specialist

Company: Community Transit
Location: Everett
Posted on: May 3, 2021

Job Description:



Under minimal supervision, the Customer Care Lead will assist with scheduling and prioritizing the Customer Care team's daily work. The Lead will set and model a high standard for customer service and will help to ensure the same standards are followed by the entire team. They are also responsible for assisting the Assistant Manager of Customer Care with the overall communication to the team concerning procedures, training, written records and other similar duties. A successful Customer Care Lead will spend time working with each Customer Care Specialist to provide support and guidance and will work with the Assistant Manager to ensure each person has the training and resources needed to excel. They will ensure the latest company information is shared with the team and feedback is in turn shared with the appropriate staff within the agency.

This is a working position, with the expectation that as necessary, they will lead and/or assist in the fulfillment of work assignments, including, but not limited to: responding to inquiries from the general public regarding transit route and schedule information, general transit policies, practices and procedures, transit fares and fare payment options, lost and found, and customer comments

Essential Duties

Provides accurate, detailed and timely responses to telephone, e-mail, written letters and online chat inquires from the general public for route and schedule information, fares, ORCA card information, bus top locations, transfer points and service or other changes as a result of construction, weather conditions or community events for Community Transit and other regional Transit agencies. Provides information about Community Transit's and Sound Transit's operational policy, procedure and general transit practices. Assists in customer complaints and inquiry follow-ups. Quickly and accurately documents customer information from the general public regarding complaints, service requests, commendations, surveys and general transit inquires, Routes customer comments to appropriate departments and provides agency responses to the customer. Troubleshoots, documents and reports system and equipment problems. Performs all other Customer Care Specialist duties of a similar nature or level, as required.

Lead Duties:

Documents and maintains policies and procedures. Researches and compiles data for review and evaluation; prepares and publishes reports. Monitors and audits Customer Comment cases (Connections) and reports daily. Reviews and resolves customer escalations. Identifies solutions to the customer's concern and/or directs them to the appropriate resource. Responds to questions/concerns from the Customer Care team while on duty. Elevates concerns that need further exploration. Provides assistance in developing departmental training materials and identifying off-site training opportunities. Ensures that training is provided for any new employees, equipment, policy or procedure. Ensure training records are up-to-date and complete for the Customer Care team. Helps to schedule, adjust and oversee the work of the Customer Care team, ensuring established standards, policies and procedures are followed. Provides the Assistant Manager of Customer Care with data related to staffing needs and opportunities. Assists in the creation, monitoring and adjustments of the work schedule to ensure adequate staffing coverage. Reviews time sheets and absence requests for completeness and accuracy. Tracks Reliability Awards. Supports process improvement by identifying opportunities to enhance internal processes and increase productivity. Works with Assistant Manager of Customer Care to use data to prepare reports and analyses of which processes are working and which can be improved. Performs related duties of a similar nature or level, as required. Performs all essential duties of a Customer Care Specialist as necessary.


Four year's experience in call center, customer service or other customer contact work required. Demonstrated regular and reliable attendance.


Two year's experience working in a transit specific contact center including receiving and responding to customer comments. Experience in a supervisory role.

Entry Requirements for: Knowledge and Skills

Qualification to enter this position requires knowledge of the following:

Customer relations/service principles and practices. Inventory and record keeping techniques and principles. Community Transit's customer comment system Connections. Automatic Call Distribution Systems, basic call management telephone equipment including for the hearing impaired (TTY/TTD). Public transit, including Community Transit's and Sound Transit's service areas, policies and procedures regarding transit fares, ORCA card use, transfers, organization and pass/ticket/permit sales. Americans with Disabilities Act. Labor Agreement between Community Transit and Amalgamated Transit Union #1576.

Qualification to enter this position requires skill in:

Planning, organizing, prioritizing and coordinating work within a diverse team. Remaining professional and courteous with customers at all times and providing effective, accurate, courteous customer services. Providing and maintaining professional communication and interpersonal relationships when interacting with co-workers, supervisor, internal and external customers, even during difficult conversations, as well as active listening skills that build, adapt and maintain relationships. Dedication to customer satisfaction and team growth and development. Microsoft Office and related desktop applications and features. Maintaining accuracy of records maintenance and transaction recording and basic business writing. Reading and interpreting maps, schedules and small print materials. Data Entry and able to type a minimum of 45 wpm accurately. Making sound decisions while under stress and during emergencies. Working independently and with minimum supervision. Transferring knowledge and information to others.

Proficient Performance Requirements for Knowledge and Skills

Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:

Familiar with agency policies and procedures.

Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:

Assist in training of Customer Care staff as needed. Assist with the creation of presentations and reports that allow the Customer's Experience to be shared throughout the agency. Prioritizing, planning and scheduling work.

Physical Requirements

Reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, carrying.

Application Process

Apply at www.communitytransit.org. Only complete online applications will be considered. Must be received by May 7, 2020 before 5:00 pm. Applicants who meet minimum requirements may be scheduled for a variety of tests to determine their knowledge, skills and abilities.

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position may be affected. Community Transit provides a tobacco-free & drug-free work environment.As a recipient of federal funds, Community Transit is an Equal Opportunity Employer & does not unlawfully discriminate on any basis prohibited by Federal, State or Local law. We value and encourage diversity in our workforce. EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability

Keywords: Community Transit, Everett , Lead Customer Care Specialist, Other , Everett, Washington

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