Customer Support Representative

Customer Relations & Support Supervisor

$27.50 - $30.55 per hour

Location: Dallas, TX 75202

Non-Exempt

Professionals: 06 - Admin Support, 6D - Customer Service

Under the general supervision of the Supervisors in Customer Relations & Support, investigates, addresses, and resolves escalated issues and complex customer concerns within DART's transportation system. Serves as a key liaison between customers and internal departments, conducting thorough investigations, coordinating comprehensive resolutions, and implementing strategic initiatives to enhance service quality and customer satisfaction.

Essential Duties and Responsibilities

Essential Duties and Responsibilities:

• Manage incoming customer concerns by conducting thorough intake processes, accurately documenting complaints, requests, suggestions, and commendations with proper grammar, punctuation, and attention to detail. Demonstrate empathy and active listening skills while coordinating with departments to ensure timely response and follow-up on all customer matters.
• Initiate outbound customer contact as needed to conduct follow-up or gather additional information necessary for complaint resolution.
• Network and interface with various DART departments to research and investigate customer concerns. Gather comprehensive information from multiple sources and build rapport with key contacts to facilitate thorough case resolution.
• Conduct comprehensive investigations to validate customer concerns and identify root causes. Analyze operational processes, service delivery, and system performance. When appropriate, recommend courses of action to expedite customer resolution and improve service delivery processes based on investigation findings and customer feedback analysis.
• Assist with ongoing customer service projects designed to promote DART services and enhance customer experience. Maintain detailed project documentation and progress reports.
• Prepares reports regarding job duties and activities, such as weekly scheduled activities and status.
• Process mobile ticketing application Back Office, including but not limited to account adjustments and billing inquiries, while maintaining strict accuracy and confidentiality standards.
• Prepare comprehensive reports on job duties, activities, and customer resolution outcomes. Maintain detailed records of customer cases and resolution progress.
• Maintain, monitor, and operate communication equipment, including phone systems, headsets, and specialized customer service technology. Report equipment malfunctions promptly to appropriate personnel to ensure continuous service delivery.
• Utilize advanced transit management systems, including Swiftly, Trapeze, and internal databases, to research and provide accurate, real-time information to customers.
• Other duties as assigned to support department objectives and customer satisfaction goals.

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.
• Four (4) years of experience in a high-call-volume center environment with demonstrated proficiency in handling escalated customer complaints and complex issue resolution.
• Must be able to pass a standardized skills assessment test.
• Proven track record of de-escalation techniques and conflict resolution.
• Experience with multi-channel communication platforms (Phone, email, chat, etc.)
• Pass a physical (medical) examination that includes a drug screen to operate DART non-revenue vehicles.
• Advanced proficiency in the Microsoft Office suite and related software applications
• Demonstrated expertise in customer relationship management (CRM) systems and database navigation
• Ability to work variable shifts, irregular hours, nights, and weekends.
• Excellent written communication skills with demonstrated accuracy in grammar, punctuation, and professional documentation. Exhibit unwavering commitment to exceeding customer expectations through proactive information gathering, solution-oriented thinking, and relationship building that transforms complaints into positive experiences.
• Maintain established key performance indicators (KPIs), including customer satisfaction scores, first-call resolution rates, and escalation resolution timeframe.s
• Demonstrated accuracy and integrity when handling financial assets and confidential material.
• Demonstrate consistent adherence to quality assurance standards and call monitoring evaluations.
• Demonstrate exceptional organizational skills with the ability to prioritize urgent customer issues, maximize investigation efficiency, and handle diverse responsibilities while meeting critical deadlines. Ability to enjoy working hard. Is action-oriented and full of energy for the things he/she see as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.
• Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.
• Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably

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.