Customer Experience Specialist

Non-exempt; on-call (varying schedule; rotating shifts); no-benefits; grant-funded 

Frederick County Transit Services is seeking a customer-focused individual to serve as a vital link between our riders and our Transit team. In this role, you will provide hands-on support to riders, help them understand and access transit services in both printed and digital formats, and ensure that customer concerns and service discrepancies are clearly communicated to Transit staff. Working under the supervision of the Deputy Director, you will ride bus routes to observe operations, assist passengers, support outreach for service changes, and maintain accurate and responsive communication with the public. This position also plays an important role in identifying issues, supporting seniors and other riders with personalized assistance, managing special projects, and contributing to a positive experience for everyone who relies on Frederick County’s transit system.

Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members.  If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

• Ride the bus to note operational, bus stop sign, and shelter issues; answer passenger questions onboard buses and at transfer centers; communicate issues (e.g., buses are late, buses are dirty, shelters are damaged, signage is missing or out of date) to Transit staff
• Coordinate service change outreach; participate in answering questions, distributing service change information and bus schedule timetables at transfer centers, bus stops, community events, etc. 
• Meet with staff to learn about proposed and upcoming route modifications, including new or moved bus stops and bus times; be prepared to answer passenger questions.
• Use Google Maps, Transit mobile app, and other related transportation technology to share information with passengers; note discrepancies between paper schedules and online transit data / apps; report discrepancies back to Transit staff
• Serve as liaison between customer and Transit staff; attend regular internal meetings to report collected customer service questions/concerns; develop and maintain communication to provide resolutions to the customer 
• Provide comprehensive information/assistance to seniors, family members, veterans, and others by phone, in person, and workshops
• Distribute updated resource information as appropriate; assure that all inquiries receive comprehensive, timely and accurate replies
• Provide support to the Division Deputy Director to assist in the completion of tasks
• Manage special projects as assigned
• Regularly attend and set up outreach materials for community events (such as lifting boxes and setting up tables) 
• Represent the Division at community outreach events as the primary point of contact to answer questions and distribute materials
• Perform other duties as required

To perform this job successfully, an employee must be able to perform all essential functions satisfactorily. Any employee's position may not be assigned all functions or equipment listed above, and the examples may not cover all functions or equipment that may be assigned. Reasonable accommodations may be provided to enable individuals with disabilities to perform their essential functions.

The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• High school graduation or the equivalent
• Minimum of 1 year of experience providing customer service directly to the public
• Experience using computers and smartphones

KNOWLEDGE / SKILLS / ABILITIES:  

A successful incumbent operating in this role displays the following:

• Knowledge of all aspects of transit service operations
• Ability to read maps and knowledge of local street geography
• Ability to follow verbal and written instructions to complete routine assignments
• Ability to effectively make independent decisions, organize work, determine priorities, and complete assigned work with minimal supervision
• Ability to prioritize, meet deadline, multi-task and effectively manage time in a busy environment
• Ability to handle and assist in the resolution of complaints
• Ability to demonstrate flexibility, positivity and good judgment
• Ability to effectively access and utilize Transit’s computerized systems and applications, and ability to effectively provide related instruction for all customers and staff in a friendly and respectful manner
• Ability to work with sensitive information and maintain confidentiality
• Ability to develop and maintain effective working relationships with customers, co-workers and the general public
• Skill in data entry to accurately enter information during conversation with callers
• Strong internal and external customer service ability including ability to exhibit patience, tact, and courtesy working collaboratively in a team environment
• Skilled in the use of applicable computer programs and software
• Strong and effective spoken and written (English) communication skills

PREFERENCE MAY BE GIVEN FOR: 

• Administrative or data-entry work experience
• Bilingual language skills in Spanish and/or American Sign Language

• While working in this position, the employee is required to frequently sit and walk; occasionally climb, stoop, and lift up to 20 pounds.  
• While working in this position, the employee is required to frequently work indoors and outdoors.

• Ability to work shifts as assigned, including weekdays, weekends, and nights 
• Requires the ability to arrange and complete travel to various sites (using a car or other reliable transportation)
• Failure to meet or maintain the minimum qualifications or additional requirements may result in disciplinary action up to and including termination

EXAMINATION PROCESS (may include):

1. An evaluation of training and experience
2. One or more interviews