Support Specialist II, Customer and External Relations
WHO WE'RE LOOKING FOR
The Support Specialist II, Customer and External Relations report to the MetroBike Program Manager and is the primary interface between the MetroBike program and the individual customers, advocacy groups, non-profits, land developers, social media platforms, news media, and nearly all other external-facing stakeholders. The role handles customer billing, application support, complaints, troubleshooting, and customer engagement through direct action. Provide training the Demand Response (DM) Control Center staff to provide immediate customer support daily. Coordinate with the operations team to address urgent customer-facing issues as they happen.
This role will be involved with promoting the MetroBike program through social rides, promotional events, creating social media content, tabling at various community events, promoting new expansion zones, and developing marketing campaigns with the support of the CapMetro Marketing team. These events happen at various time of the day and often on weekends. This role will develop insights from community and other stakeholder feedback, delivers intelligence to program and the Demand Response division leadership, and make recommendations for improvements to operations, service planning and customer experience. This position is responsible for maintaining a safe, inclusive, and fun environment that ensures MetroBike is an enjoyable place to work for everyone.
WHAT YOU BRING
Education and Experience:
•High school diploma or GED required.
•Five (5) years of professional customer service experience, with one or more years as a Customer Service Representative in a call center preferred.
•Bilingual (English and Spanish) preferred.
•One (1) year of managing the account of or creating social media content for a business, or other third party in a professional environment.
Knowledge, Skills, and Abilities:
•Skilled in the use of common office computer software and social media technology.
•Ability to analyze complex issues and identify effective solutions.
•Substantial interpersonal skills to effectively communicate and influence all levels of staff, customers, vendors, government entities, and the public. A good listener, clear and concise communicator, empathetic and respectful of others. Ability to effectively communicate both orally and in writing.
•Ability to plan, organize, and direct cross-functional teams.
•Ability to plan, organize, and develop policies, procedures, reports, surveys, and performance audits.
•Ability to effectively present information and reports to all layers of the Capital Metro organization.
WHAT YOU SHOULD KNOW
Capital Metro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state or local laws. Capital Metro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.
PAY RATE COMMENSURATE WITH EXPERIENCE
For more information and to apply, visit: https://capmetro.csod.com/ux/ats/careersite/1/home/requisition/633?c=capmetro