Do you work well in a high volume customer centric environment? Do you want to be a part of a team making a positive impact on America's Finest City? If yes, come join the Compass Services Center at San Diego Metropolitan Transit System (MTS) as our newest (part-time) Customer Service Assistant (Call Center Rep)!
The Customer Service Assistant (Call Center Rep) helps passengers purchase and learn how to navigate the Compass Card, which is a fare pass in a form of a smart card that passengers tap to board MTS' buses and Trolleys. Our ideal candidate has a positive attitude, excellent customer service skills, the ability to exercise good judgement, and is fluent in both English and Spanish. If this is you, what are you waiting for? Apply now!
San Diego Metropolitan Transit System
Have you seen us around town? We are the Buses and Trolleys - and so much more! MTS is the largest provider of public transportation in the world's Finest City, San Diego! And, we are committed to providing exceptional service to San Diego County's fine people!
MTS is always growing and advancing! We recently started testing a ZERO-EMISSION bus program and are in the process of growing our Trolley line with the Mid-Cost extension (from down-town San Diego to UTC)! MTS is commonly a national leader in safety, training and we drive innovation!
MTS makes a real difference in the world. Our natural gas and electric buses make MTS one of the greenest companies in San Diego! Access to Public Transit reduces emissions and annoying traffic! Many San Diego community members depend on public transit to get to work, school, the doctor and live their lives! We connect people and places!
Do you DRIVE innovation? Are you ready to make a REAL difference in the world? Every position at MTS contributes to the ultimate goal of improving access, service and the environment through public transit. No matter if you are a Finance professional, an IT Wizard or an expert Driver, MTS likely has a dream job for you!
Under the direction of the Compass Services Supervisor, the part-time Customer Service Assistant (Call Center Rep) is responsible for providing assistance and information to customers about the Compass Card and Compass Cloud Programs through telephone, e-mail and written correspondence. The position requires a positive attitude, excellent customer service skills, the ability to exercise good judgment, and proficiency in a variety of routine administrative tasks. Essential functions of the Customer Service Assistant (Call Center Rep) include, but are not limited to, the following:
What Customer Service Assistants (Call Center Reps) do:
Provides excellent customer service to all customers seeking assistance with the Compass Card and Compass Cloud Programs and exercises good judgment when responding to all customer requests.
Answers the Compass Service Center phone and live chat lines in an efficient, engaged and helpful manner.
Responds promptly and effectively to all e-mail and written correspondence requesting information or offering suggestions for the Compass Card and Compass Cloud Programs.
Diligently follows-up on all matters until the customer's questions have been completely and accurately answered.
Performs a variety of administrative tasks to support the function of the Compass Card and Compass Cloud Programs.
Assists with special projects as needed.
Other duties as assigned.
What MTS is looking for:
Knowledge, Skills and Abilities
Knowledge of or ability to learn and understand the Compass Card and Compass Cloud Programs; ability to read, understand and apply MTS policies and regulations; ability to communicate clearly, distinctly and effectively on the telephone; ability to write letters and e-mails using clear, concise and grammatically correct English and Spanish; knowledge of customer service methods and techniques; ability to understand information requests and respond accurately to questions using tact and diplomacy; ability to establish and maintain priorities in order to complete assignments without detailed instructions; capability to work independently and maintain a professional demeanor in stressful situations; ability to fluently speak and understand both English and Spanish (required); knowledge of Microsoft Word, Access, and Excel and the ability to learn and use other software that MTS might have or acquire.
The successful candidate must be able to fulfill the essential functions of the job which require walking, stooping, sitting for extended periods, typing, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds).
Must be able operate a motor vehicle and to perform tasks involving manual dexterity, such as use of a computer and 10-key.
Work may at times require more than 8 hours per day or require irregular hours to perform the essential duties of the position.
Duties will be performed primarily in an office type environment.
Possess a High School Diploma/GED and has at least one year of customer service experience.
Must possess and maintain a valid California driver's license.
Bilingual in English and Spanish required.
Expected Hours of Work
The Compass Service Center operates Monday -- Friday, from 7:00 am -- 7:00 pm, and Saturday 10:00am -- 2:00 pm. The successful candidate will work varied scheduled shifts to support Compass Service Center operations. Candidates must have an open schedule to fit the needs of the department.
Typical weekly hours range from 30 -- 32 hours per week.