Transit Information Representative 1

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Council's Metro Transit Division is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as a resource for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Transit Information Representative 1 (TIC Rep 1) position will utilize a variety of tools, systems, and transit information technologies to provide accurate, customer-friendly information to customers and are experts in communicating route, schedule, stop, and detour information, as well as information about transit policies, procedures, fares, events, and other important customer information. The Transit Information Rep position also documents feedback from customer interactions to support department and agency-level business decisions. Additionally, they develop expertise about transit information and transit service which they utilize to assist customers and to support departments across the agency.

• Deliver accurate, customer-friendly transit information to riders over the phone, via Chat and SMS/Text.
• Provide excellent customer service and understand and apply the right customer service approaches and techniques to best serve each individual customer.
• Interpret and apply data from trip plans, mapping tools, real-time systems, and other transit information systems to provide accurate information; customize information based on individual customer needs.
• Document information from each customer contact to ensure data is available to support department and agency-level decision making.
• Provide feedback to improve phone, text, and chat services and the overall experience for customers; use expertise to inform and influence department and agency-level decisions.
• Adopt and utilize new tools and systems as they become available, while supporting enhancements of existing tools to best meet customer needs and expectations.
• Educate customers and trouble-shoot inquiries around all customer information tools, applications, systems, and programs; resolve customer questions and concerns at first point of contact; and document and report customer pain points to improve customer information tools and systems and the overall customer experience.
• Participate in quality assurance testing and data review for new and existing website tools, customer information tools & systems, and publicly facing customer information.
• Utilize, understand, and educate customers on popular 3rd party transit-information tools and apps; understand and educate customers on multi-modal transit options as they become available.

Education/Experience:

• High School graduate or equivalent AND two (2) years of full-time or equivalent part time experience in a general office environment involving interactions with customers and/or the general public via phone, text, chat, and in-person.

What additional skills and experience would be helpful in this job (desired qualifications):

• Customer engagement skills and experience in explaining services and responding to and resolving issues and taking and answering customer requests and complaints.
• Experience working with diverse populations of internal and external customers.
• Knowledge of Metro Transit Service and Tools.
• Interest & enthusiasm for public transportation and transit information tools and systems.
• Skills in gathering and analyzing qualitative and quantitative data.
• Knowledge of project management practices and methodologies.

Knowledge, Skills and Abilities:

• Knowledge of the Twin Cities metropolitan area, basic geography, prominent landmarks, and locations.
• Basic knowledge of Microsoft Office products and ability to access databases and navigate multiple windows and programs.
• Skill in providing effective, accurate, courteous and professional customer service under stressful conditions and for diverse groups of individuals, in a cordial and professional manner.
• Customer service skills and techniques over a variety of channels (phone, chat/text, in-person).
• Ability to read maps, schedules and printed materials.
• Ability to work independently and with minimum supervision.
• Ability to communicate effectively verbally and in writing.
• Ability to effectively work with small groups of customers or clients.
• Ability to analyze and interpret data.
• Requires tact, courtesy and cooperation in dealings with others where the primary purpose is the exchange of information.

Union: Amalgamated Transit Union (ATU) / Grade 21
FLSA Status: Non-Exempt
Safety Sensitive: No

What your work environment would be:
Work is performed in a standard office setting. Some positions may require travel between primary worksite to other sites. Nature of work requires availability for assignment on any shift from 6:30am - 8pm Monday - Friday and 8am - 4:30pm on Saturdays. The Transit Information Center is closed on Sundays & Holidays. Work schedules may change every 3 - 4 months so must be able to work any hours the Transit Information Center is open.

Physical Requirements:
Regularly required to sit for long periods, stand/walk occasionally, speak, hear normal conversation and telephone ring tones, operate a computer and other office equipment. Reach with hands/arms frequently below chest height and occasionally overhead. Must occasionally lift/carry/push/pull up to 25 pounds, must have adequate close vision for reading and computer work.

1. We review your minimum qualifications.
2. We request and review Work Record Evaluations (WRE) on ATU internals only.
3. We rate your education and experience.
4. We conduct a structured panel interview.
5. We conduct a selection panel interview.