Customer Experience Champion

Central Ohio Transit Authority•Columbus, OH

2d•$22•Onsite

About The Position

COTA's Customer Experience Champion pleasantly and proactively greets guests and assist them in selecting the right products or services. Performs professional functions assisting with daily operations of the Customer Experience Center and assists in COTA's pass sales, inventory distribution, pass mail-out programs, reduced fare programs, trip planning, and outlet programs. Performs other duties in alignment with the COTA Strategic Plan and in support of the organization's vision to Move Every Life Forward.

Requirements

Requires a High School Diploma or GED
one (1) year of experience in cash handling and data entry experience

Responsibilities

Assess Customer needs
Exercise good oral and written communication skills, whilst articulating relevant information and directions in an organized and concise manner
Takes proactive steps to maintain positive experiences
Promotes a positive customer experience by offering support and guidance to individuals requiring assistance with trip planning and information on interactive customer kiosks
Informs customers about new product/service features and functionalities
Collaborates with various team members across departments to problem solve and exceed customer expectations
Advises customers on COTA services and assists customers in the complaint and resolution process
Creates bus pass IDs as necessary for riders and educates on programs
Assists customers with fare purchases via the Masabi/Transit app and other systems
Assists with knowledge base maintenance
Documents and inputs customer interaction data per processes
Operates a cash register and will handle various payment media such as cash, credit and check Counts, maintains and distributes bus pass inventory and merchandise sales for the organization
Assists with managing Outlet Program; maintains monthly consignments, bulk order pick-up, delivery date notifications, bus pass distribution and collection of sales payments
Assists with managing COTA's mail-out program: Choice Riders, Franklin County, Wage Works, City of Columbus and Smart Commute Program; and other community programs/outreach
Performs other duties as assigned
Regular, predictable and punctual attendance required