Description
Do you have a passion for helping your community and for customer service? Help the Utah Transit Authority (UTA) take care of the concerns of our riders and the public through our customer service department. In this position you would provide a critical leadership and training role within our customer service department.
Our Lead Customer Service Specialists lead, train, and mentor a vibrant and diverse team of Customer Service Specialist as they answer questions and solve problems for our customers. If you are interested in a position where you can be of unique service to members of the community as well as to the customer service team itself, consider this opportunity, which comes with great growth potential as well.
Our Lead Customer Service Specialists support employees that take customer calls through our call center, answer questions regarding service through social media, and/or at face to face at our Lost and Found.
As the Lead Customer Service Specialist, you will:
- Work directly with the Customer Service supervisors to ensure customer service employees have documentation and support needed to help customers with UTA service information and feedback.
- Provide support for customer-facing roles, lost and found, and incident communications teams.
- Assist employees with basic troubleshooting of computer issues and handling difficult or escalated calls.
- Evaluate the UTA website, public media, and public schedules for accurate information.
- Strategize with supervisors and managers to conduct employee training and skill development.
- Identify opportunities and solutions to achieve department goals, as well as support UTA goals.
- Coordinate statistically valid Customer Interaction Observation trips to measure interactions between UTA employees (i.e., operators and train hosts) and our customers.
- Act as a Supervisor on Duty when a supervisor is not available.
MINIMUM QUALIFICATIONS
EXPERIENCE/EDUCATION/TRAINING:
- 3 years of customer service experience dealing with difficult customers and resolving concerns.
- Some experience researching and providing answers to questions to customers, coworkers, and other employees.
- Some experience with team leadership or lead assignments preferred but not required.
- Associate’s degree or equivalent in Business or a another related field. In lieu of an associate degree, 2 additional years of applicable experience will be considered.
KNOWLEDGE/SKILLS/ABILITIES
- Leadership, ability to prioritize tasks, decision making, conflict resolution, interpersonal communications, sensitivity, diplomacy, time management, and ability to function effectively under pressure.
- Basic Knowledge of UTA Systems, must have some knowledge of UTA service area.
- Basic Knowledge of Microsoft Products such as Word, Excel, etc. preferred
- Able to Type 20 WPM, Preferred
- Regular and predictable attendance is required.
– OR –
An equivalent combination of relevant education and experience.
[UTA reserves the right to determine the equivalencies of education and experience.]
UTA’s benefits package for full-time administrative employees includes:
- Health, dental, vision, life/AD&D, short-term and long-term disability insurance (eligible after 30 days of employment), with Flexible Spending and Dependent Care accounts.
- Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, and dependent children.
- days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure at UTA.
- 10 paid holidays and two paid (2) floating holidays per year.
- Retirement options – Pension Plan with 5-year vesting schedule and 457 Contribution Plan, available for immediate contributions and company matching.
- Generous tuition reimbursement for higher education, available for any higher education degree (bachelor, master, or PHD). Course of study must be approved prior to enrollment.
- Training, development, and career advancement opportunities.
- Paid parental leave for birth, adoption, and child placement (after 12 months of employment).
- Free transit passes for employees, spouses, and dependent children.
- Employee assistance program – includes counseling, legal services, financial planning, etc.
- UTA Well – a comprehensive wellness program designed to support employees and dependents in their health and wellness goals.
- Free on-site fitness facilities and discounted membership to VASA Fitness.
For more information on UTA’s Total Rewards benefits package, please visit: https://jobs.jobvite.com/rideuta/#benefits
Pay Range: $21.635 to $24.760 depending on experienceIf interested, please apply before: Open Until Filled
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