Customer Experience Specialist Job at Robert Half in Lansing

We are recruiting a dedicated Customer Experience Specialist to join our transport sector team in LANSING, Michigan. In this role, you will be expected to manage customer interactions, maintain comprehensive knowledge of our services, and handle customer-related queries. Additionally, you will be tasked with managing customer accounts and ensuring optimal customer satisfaction. Short term role, 5-7 weeks, 100AA% onsite, M-F, 7am or 8am - 5pm.

Responsibilities:

• Efficiently process customer credit applications and maintain precise records

• Provide comprehensive information on CATA fares, routes, and schedules to customers

• Assist customers in optimizing the use of CATA services

• Handle lost and found items in alignment with company policy

• Maintain high-quality customer service standards

• Manage schedules flexibly to meet staffing requirements

• Communicate effectively with customers, vendors, and team members across multiple platforms including phone, email, and live chat

• Accurately process customer comments and complaints related to CATA services, employees, and facilities

• Sell fare media to customers and manage daily cash, check, and credit/debit receipts

• Balance cash drawer and reconcile fare media sales

• Oversee and maintain the CATAclub Cards Program

• Comply with established procedures for opening and closing the CTC Information Booth & Multimodal Gateway

• Provide backup and relief for the Front Desk Representative and other Customer Experience Representatives

• Promote safe work practices and adhere to all CATA safety rules, policies, and procedures

• Assist with various department projects and team initiatives as requested.

• Minimum of 2 years of experience in a customer-centric role within the transport industry
• Proficiency in ADP - Financial Services is required
• Familiarity with Avaya CMS is essential
• Must be competent in using a variety of computer programs
• Experience with CRM platforms is desirable
• Knowledge of Epic Software is a plus
• Familiarity with About Time software is advantageous
• Experience in answering inbound calls is necessary
• Ability to assist customers effectively and professionally
• Should be able to perform benefit functions accurately
• Proficiency in managing billing functions is required