Customer Service Specialist
2023-01-13
Full Time
Description
WHO WE AREAfter completing probation, this position is eligible for a hybrid (remote work for up to 4 days a week) telework arrangement. The candidate's telework location must be in Minnesota or Wisconsin.
The Metropolitan Council is seeking to fill a Customer Service Specialist (CSS) vacancy in the Metropolitan Transportation Services Department.
We are committed to supporting a diverse workforce that reflects the communities we serve.
NOTICE: We may create an eligible list that will be good for one year if we have multiple, qualified candidates. If you are determined to be a qualified candidate and not hired for the initial vacancy, you will be notified of your placement on the eligible list. Placement on the eligible list does not guarantee you a job with the Council.
The Metro Mobility program provides transit services for people with disabilities who can't use regular-route transit service. Transit providers are under contract with the Council to provide the service. The Council staffs and manages the Metro Mobility Service Center, which evaluates and certifies applications for Americans with Disabilities Act (ADA) eligibility, provides customer service support, and manages the overall program.
Metropolitan Transportation Services conducts planning for the regional transportation system that includes highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region's federally designated Metropolitan Planning Organization. MTS also provides direct transit service through contracts or partnerships with counties to deliver four major programs: Metro Mobility/ADA, Transit Link dial-a-ride, contracted regular-route bus service, and Metro Vanpool.
How your work would contribute to our organization and the Twin Cities region:
The Customer Services Specialist serves as the primary contact for Metro Mobility program inquiries, the application process, and the Americans with Disabilities Act (ADA) eligibility information. The CSS answers the incoming phone and TTY calls, documents, investigates, and responds to customer complaints, processes customer standing orders and change requests, and inventories and orders office supplies. The CSS also ensures client compliance with the Metro Mobility "no show" policy, maintains "no show" files, emails warning and suspension letters, and mediates disputes. Additionally, this person will photograph clients and create Metro Mobility photo IDs, open and process mail, and prepare and distribute mailings. Accurate, timely, professional, and courteous customer service is critical when performing the duties of this position.
Starting Salary Range: $27.61 hourly / $57,429 annually to
$31.33 / hourly / $65,166 annually
Full Salary Range: $27.61 hourly / $$57,429 annually to
$41.68 hourly / $86,694 annually What you would do in this job
- Answers incoming phone (100+ daily) and TTY calls.
- Document, investigates, and responds to customer complaints.
- Processes customers standing orders and change requests.
- Ensures client compliance with Metro Mobility's "no show" policy, maintains "no show" files, emails warning and suspension letters, and mediates disputes.
- Open and process mail and prepare and distribute mailings.
- Inventory and order office supplies.
- Administers the Assured Ride Home program.
- Prepares and scans incoming applications for electronic filing.
What education and experience are required for this job (minimum qualifications)
Experience and Education:
- High School Diploma or equivalent.
- 4 years of full-time customer service (some experience with working with customers with disabilities and the knowledge of the Americans with Disabilities Act is desired).
- Basic knowledge of Microsoft Office computer programs is required.
What additional skills and experience would be helpful in this job (desired qualifications):
- Four (4) years of full-time customer service (some experience with working with customers with disabilities and knowledge of the Americans with Disabilities Act is desired
- Fluent in American Sign Language (ASL)
- Fluent in another language (Spanish or Hmong preferred)
What knowledge, skills, and abilities you should have:
- Knowledge of Americans with Disabilities Act (ADA).
- Knowledge of customer relations and skills and abilities to use public transportation.
- Basic knowledge of Microsoft Office Applications and the ability to navigate in the Internet.
- Skills in providing effective, accurate, courteous, and professional customer service under stressful conditions and for a diverse group of individuals.
- Skilled in organization and managing multiple tasks.
- Skilled in solving problems and taking an initiative to resolve a problem in a timely manner.
- Detailed oriented and able to enter data accurately.
- Ability to manage a large volume of phone inquiries.
- Ability to interact with the public and specifically with people with disabilities.
- Ability to effectively gather and exchange information in both oral and written communications with proper grammar, spelling, and punctuation.
- Ability to demonstrate good people skills (good listening, patience, and compassion) while communicating with customers.
- We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
- We encourage our employees to develop their skills through on-site training and tuition reimbursement.
- We provide a competitive salary, excellent benefits, and a good work/life balance.
Additional information
Union: AFSCME Grade D
FLSA Status: Non-exempt
Safety Sensitive: No
Work Environment:
Work is performed in a standard office setting. Some positions may require travel between the primary work site and other sites. Regular attendance is an essential part of the position. What steps the recruitment process involves:- We review your minimum qualifications.
- We rate your education and experience.
- We conduct a structured panel interview.
- We conduct a selection interview.
If you are new to the Metropolitan Council, you must pass a drug test and a background check, which verifies education and employment, and covers your driving record (if applicable to the job) and any criminal record. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
If you are already an employee of the Metropolitan Council, you must pass a criminal background check if the job you're applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards.
IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.
The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email [email protected] .
We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:
- Guaranteed monthly retirement income through Minnesota State Retirement System pension fund
- Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan
- Two or more medical plans from which to choose, with employer contribution towards premiums over 80%
- Dental insurance, life insurance and vision insurance
- Well@Work clinic
- bus/rail pass valued at over $1200 per year
- parking at many job locations
- fitness centers at many job locations
- Employee Assistance Program
- extensive health and wellness programs and resources