Customer Experience Agent Customer Experience Agent

Description

This position provides 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. Acts as liaison between limited English proficient customers and an interpreter.

This role requires being in office four (4) days per week.

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.

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.

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 of experience in a responsible customer service position responding to inquiries/complaints from the public is required.

One (1) year of experience with using automatic call distribution telephone systems (Contact Center) is required.

Or any equivalent combination of training or experience.

• The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the “credited 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

Non-Exempt, Union, Full-Time.

Salary Range

Wages will be in accordance with the Working and Wage Agreement. 

Minimum: 22.25/hr

Maximum: 29.45/hr

Selection Process

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

1. Application Review (please include: Cover Letter and Resume)

2. Panel Interviews

3. Reference Check

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.

ADA Statement

As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.

If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet’s accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee’s preferred accommodation. 

Full-Time and Mini-Run Operator (MRO) 

Union Employee Benefits

Medical 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: $1,600 Individual/$3,200 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 Date

Full-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 Rates

Effective January 1, 2024

Regence Union 90/10 PPO

Employee: $ 166.98

Employee & Spouse: $ 350.64

Employee & Child(ren): $ 292.18

Employee & Family: $ 467.56

Regence Union 80/20 PPO

Employee: $ 45.06

Employee & Spouse: $ 94.64

Employee & Child(ren): $ 78.86

Employee & Family: $ 126.18

Regence Union HSA

Employee: $ 0.00

Employee & Spouse: $ 0.00

Employee & Child(ren): $ 0.00

Employee & Family: $ 0.00

Regence Union HSA Employer Contribution

Employee: $ 69.52

Employee & Spouse: $ 145.94

Employee & Child(ren): $ 121.66

Employee & Family: $ 194.60

Kaiser Permanente EPO

Employee: $ 47.20

Employee & Spouse: $ 94.42

Employee & Child(ren): $ 84.98

Employee & Family: $ 141.62

Delta Dental of Oregon

Employee: $ 3.24

Employee & Spouse: $ 6.12

Employee & Child(ren): $ 5.94

Employee & Family: $ 8.90

Kaiser Dental

Employee: $ 2.74

Employee & Spouse: $ 5.02

Employee & Child(ren): $ 6.16

Employee & Family: $ 9.24

Employee Assistance Program (EAP)

TriMet employees have access to the EAP through Canopy. 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 Program

TriMet 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 Insurance

Long-term Disability/Permanent Disability

Refer to the Working & Wage Agreement for information on permanent disability.

Life and Accidental Death & Dismemberment (AD&D) Insurance

Basic 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: $18,250

All Other Union Employees (working at least 20 hours/week)

Benefit Amount: $25,000

Voluntary 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.

Employees may purchase one or more of the following voluntary coverages:

Hospital Indemnity insurance helps keep your finances on track when you are in the hospital. It pays you or a covered family member directly and you can use it to help cover costs such as copays, deductibles and living expenses.

Critical Illness insurance can help with costs from a serious illness that your medical insurance does not cover. It pays you or a covered family member a lump sum to use toward expenses like deductibles, groceries or childcare during recovery.

Accident insurance can help with costs that medical insurance does not cover if you are hurt in an accident. It pays you or a covered family member directly and you can use it toward your deductible, copay or daily expenses during recovery.

Pension

Defined 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 Leave

Refer to the Working & Wage Agreement for complete information on sick, vacation, holiday, and personal days.

Free Transit Pass

All 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 Membership

TriMet’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: 12/12/2023

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