Customer Experience Agent

Description

Provide TriMet trip planning assistance, electronic fare account support and other information using a keyboard, manuals, and automated trip information system, in response to customer requests. Act as liaison between limited English proficient customers and an interpreter.

Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required assuring all functions are performed in an efficient, punctual and professional manner.

Essential Functions

1. Using the trip planning system, charts, maps and schedules, provide accurate information in response to customer inquiries. Determine optimum trip and mode of travel between selected origin and destination, including departure and arrival times, fares, points of transfer, nearest bus stop(s), and walking instructions as needed.

2. Assist regional electronic fare customers via telephone or email, and using a Customer Relationship Management (CRM) system. Inquiries received will include but are not limited to: how the system works, how to register an account or make changes to an account; accurately process account changes, bank card payments, refund requests or account adjustments; and answer any other questions about the customer’s account.

3. Provide general TriMet information and direction on how to use the system, TriMet’s website, Ticket Vending Machines (TVMs), electronic fare systems, the retail sales outlets, various fare programs and other general information about TriMet.

4. Enter customer orders into the trip planning system from the public for Customer Information Services mailings, including itineraries, schedules, brochures and Senior and Disabled Citizen information.

5. Use trip planning system to provide information and referral service to customers inquiring about points of interest, community services, and our transportation partners in the metropolitan area.

6. Record and report trip planning system discrepancies from trip itineraries, schedules, transfer points, walking distances, and customer feedback to the system administrator or supervisor, to ensure system integrity and accuracy.

7. Record and report errors on display maps, display screens and error message errors to system administrator or supervisor.

Position Requirements

A minimum of a high school diploma or equivalent is required.

Three (3) years experience in a responsible customer service position responding to inquiries/complaints from the public. Experience with using automatic call distribution telephone systems desired.

Or any equivalent combination of training or experience.

Selection Criteria

1. Demonstrated skills in effective customer relations techniques.

2. Ability to recognize system discrepancies, computer error messages, display maps and computer display screens.

3. Demonstrated ability to use a personal computer in a windows based environment to enter information, use a Customer Relationship Management (CRM) system including customer account support, process field trip requests, plan customer trips, process account changes and adjustments, and take orders for merchandise and other materials accurately.

4. Intermediate skills with Word, Excel, Outlook, database applications and other software applications. Ability to operate personal computer systems including Word, Excel and Outlook. Demonstrated proficiency to accurately keyboard (type).

5. Ability to analyze and resolve problems diplomatically.

6. Demonstrated ability to maintain optimum quality and quantity of work in a fast-paced environment.

7. Ability to consistently be at work as scheduled and arrive on time.

8. Ability to visualize, read and interpret maps, schedules, charts, and other related customer service information.

9. Knowledge of Portland-Metropolitan area, landmarks, bridges, freeways, major intersections, transit centers and TriMet service area.

10. Ability to work effectively and independently with patience in an environment subject to interruptions.

11. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations.

12. Ability to speak a second language, including Spanish, Vietnamese, Cambodian, Laotian, Mien, Korean, Japanese, Romanian, or Russian desired.

Type of Position / Grade / FLSA:
Union, Non-Exempt, Regular, Full-time. Minimum starting wage: $19.46- $25.76 per hour. Wage will be in accordance with the current Working and Wage Agreement.

Selection Process – Candidates will be selected based at a minimum on the result of:

1. Application Review/ Work Record Review

2. Supplemental Testing

3. Panel Interview

Supplemental Information:
Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans’ preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays’ notice prior to the need for accommodation.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

Full-Time and Mini-Run Operator (MRO) Union Employee BenefitsMedical Plan Options Regence Union PPO 80/20 – Deductible: $300 Individual/$900 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $2,300 Individual/$6,900 Family; Prescription Drugs: $10 Generic/$25 or 20% Formulary/50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union PPO 90/10 – Deductible: $150 Individual/$300 Family; Office Visit: 10%, after deductible; Out-of-Pocket Max: $1,650 Individual/$4,950 Family; Prescription Drugs: $5 Generic/$15 or 20% Formulary/50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union Health Savings Account (HSA) – Deductible: $1,500 Individual/$3,000 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $5,000 Individual/$10,000 Family; Prescription Drugs: 20%, after deductible. Benefits listed are for in-network, preferred providers. Kaiser Permanente EPO – No deductible; Office Visit: $10 copay; Out-of-Pocket Max: $600 Individual/$1,200 Family; Prescription Drugs: $10 copay.All medical plans include prescription drug and vision coverage. Dental Plan Options Delta Dental of Oregon, provided by Moda – Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person. Kaiser Dental – $10 Copay; Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person.Coverage Effective DateFull-time Employees – Medical, vision, prescription, and dental coverage is effective the first of the month following your date of employment.Mini-run Operators – Medical, vision, prescription, and dental benefits are effective the first of the month following 30 days of employment.Medical and Dental RatesEffective January 1, 2021Regence Union 90/10 PPOEmployee: $ 110.30Employee & Spouse: $ 231.60Employee & Child(ren): $ 193.00Employee & Family: $ 308.86Regence Union 80/20 PPOEmployee: $ 42.44Employee & Spouse: $ 89.14Employee & Child(ren): $ 74.28Employee & Family: $ 118.86Regence Union HSA Employee: $ 0.00Employee & Spouse: $ 0.00Employee & Child(ren): $ 0.00Employee & Family: $ 0.00Regence Union HSA Employer ContributionEmployee: $ 65.48Employee & Spouse: $ 137.38Employee & Child(ren): $ 114.58Employee & Family: $ 183.30Kaiser Permanente EPOEmployee: $ 41.52Employee & Spouse: $ 83.04Employee & Child(ren): $ 74.74Employee & Family: $ 124.56Delta Dental of OregonEmployee: $ 3.12Employee & Spouse: $ 5.90Employee & Child(ren): $ 5.94Employee & Family: $ 8.90Kaiser DentalEmployee: $ 2.74Employee & Spouse: $ 5.02Employee & Child(ren): $ 5.50Employee & Family: $ 7.86Employee Assistance Program (EAP)TriMet employees have access to the EAP through Cascade Centers. The EAP is a free, confidential resource available to help employees (and their household members) with life’s everyday issues. It also provides many other services including, but not limited to: counseling sessions, webinars, financial coaching, home ownership program, and online access to a wealth of information and resources.Wellness ProgramTriMet supports health and wellness through our Wellness Matters Program. Annual wellness offerings include: onsite biometric screening and flu shot clinics.Flexible Spending Accounts Health Care Spending Account – Allows employees to set aside pre-tax dollars to pay for medical, vision, and dental expenses not covered by their health plan. Dependent Care Spending Account – Allows employees to set aside pre-tax dollars to pay for dependent care expenses. Limited Flexible Spending Account – Allows employees enrolled in the Regence HSA plan to set aside pre-tax dollars to pay for vision and dental expenses not covered by their health plan.Disability InsuranceShort-term Disability/Extended Sick LeaveUnion Mini-run Operators Weekly Benefit Amount: $180All Other Union Employees (working at least 20 hours/week)Benefit Amount: $300Long-term Disability/Permanent DisabilityRefer to the Working & Wage Agreement for information on permanent disability.Life and Accidental Death & Dismemberment (AD&D) InsuranceBasic Life and Accidental Death & Dismemberment (AD&D) Insurance – TriMet provides Basic Life and AD&D Insurance to assist employees and their families in the event of death or dismemberment. These benefits are fully paid by TriMet.Union Mini-run Operators Benefit Amount: $18, 250All Other Union Employees (working at least 20 hours/week)Benefit Amount: $25,000Voluntary Life and AD&D Insurance – Employees may purchase additional life and AD&D insurance for themselves, spouse/domestic partner, and their child(ren). Employees pay the full cost for this insurance and must elect coverage for themselves in order to elect coverage for their dependents. PensionDefined Contribution Plan 401(a)TriMet provides a defined contribution pension plan to employees. TriMet deposits the equivalent of 8 percent of an employee’s base pay into an investment account each pay period. The employee also has the option of contributing up to 15 percent of his/her base pay pre-tax to the account each pay period. The employee directs the investment of the employee’s individual account. The employee is vested in the account after three years of service. Deferred Compensation Plan 457(b)A Deferred Compensation Plan Section 457 (a plan for public employees), allows the employee to build retirement savings with pre-tax dollars to supplement pension, Social Security and private investment. Paid LeaveRefer to the Working & Wage Agreement for complete information on sick, vacation, holiday, and personal days.Free Transit PassAll full-time employees, their spouses/domestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a bus/MAX pass on all lines of the District following their first 120 (one hundred twenty) calendar day probationary period. Mini-run operators their spouses/domestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a bus/MAX pass on all lines of the District following their 6 (six) month probationary period. *Child dependents are eligible for a free transit pass up to age 19, or age 24 if living at home and attending school full-time.TEI MembershipTriMet’s corporate fitness center (TEI) is available to employees, and their spouse or eligible domestic partner, at five locations. Membership dues are only $13.00 per month for TriMet employees and an additional $6.00 per month for a spouse or eligible domestic partner. Please note: Full Time (FT) & Mini Run Operator (MRO) employees receive a security ID badge and are eligible to join TEI immediately upon hire. The spouse or domestic partner, however, does not receive a spouse ID badge until after the employee has successfully completed their probationary period. At the end of the probationary period, TriMet spouse identification badges will be issued to the employee’s spouse or eligible domestic partner at the employee’s request. Once the spouse/domestic partner receives their ID badge, they will be able to join TEI.NOTICE: The information contained in this document is intended solely to provide general information regarding the benefits offered by TriMet. This information is subject to change at any time. Revised: 12/3/2020

Agency

TriMet

Address

1800 SW First Avenue Suite 300

Portland, Oregon, 97201

Phone

(503) 962-7505

Website

http://trimet.org/careers