Customer Relations Representative

Pay Range:

$21.93 - $27.41

Pay Per Hour:

$21.93

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Non - Exempt

Professionals:

06 - Admin Support (EEO-4-United States of America), 6D - Customer Service (EEO-SubCategory)

General Summary:

Serves as the primary liaison between DART and the communities we serve, delivering exceptional customer experiences while promoting transit services and providing information assistance in a high-volume contact center environment.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage high-volume incoming calls with professionalism and empathy, providing comprehensive information about DART transit services, schedules, routes, fare structure, special events, and system operations. Offer trip planning assistance, promotional information, and general transit guidance. Transfer calls to specialized departments when issues require investigation or advanced assistance.

• Actively promote DART’s mission and services, creating positive interactions that enhance public perception and encourage increased ridership throughout our transit network.

• Processes requests for DART literature by preparing customer schedules and other DART literature for fax or mailout.

• Collaborate with cross-functional teams to troubleshoot system issues, provide peer mentoring, and support training initiatives within the Customer Relations and Support section.

• Utilize advanced transit management systems including Swiftly, Trapeze, and internal databases to research and provide accurate, real-time information to customers.

• Maintain, monitor and operate communication technology including phone systems, headsets, etc. Escalate technical issues to supervisory staff to ensure minimal service disruption.

• Execute additional responsibilities as assigned to enhance department effectiveness and customer satisfaction metrics.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• High school diploma or equivalent; additional education or certification in customer service is a plus.

• One (1) year of customer service experience in a high-call volume center

• Advanced proficiency in Microsoft Office Suite and database management systems. Skilled at using CRM software.

• Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.

• Demonstrated competency in office equipment including multi-line phone systems, copiers, and fax machines and established telecommunications equipment to include equipment for the hearing impaired.

• Ability to apply analytical thinking and creative approaches to provide accurate information and assistance with customer inquiries

• Ability to maintain composure and productivity in fast-paced, high-stress environments while adhering to strict operational protocols and managing multiple supervisory relationships.

• Ability to sit and work for an extended period of time in a structured environment, adhere to strict department guidelines while reporting to multiple supervisors in a timely manner.

• Demonstrate flexibility with shifts, irregular schedules, and weekend/holiday coverage to meet operational demands.

• Exhibit unwavering dedication to exceeding customer expectations through active listening, solutions-oriented thinking, and relationship building that fosters trust and loyalty.

• Demonstrate exceptional organizational skills with the ability to prioritize critical tasks, maximize productivity, and handle diverse responsibilities.

• Display proactive work ethic with enthusiasm for challenging assignments, confidence in independent decision-making, and consistent identification of improvement opportunities.

• Ability to apply systematic problem-solving methodologies to complex situations, identify root causes and develop comprehensive solutions that address both immediate and long-term needs.

• Build and maintain professional relationships across all organizational levels and with community stakeholders, utilizing diplomatic communication skills and conflict resolution expertise to manage challenging interactions effectively.

• Must be able to pass standardized skills assessment test.

WORKING CONDITIONS

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V