Customer Experience Champion

33 North High Street, Columbus, OH, United States Operations 22.08-22.08 per hour Full Time

SALARY: $22.08 Hourly

LOCATION: 33 N. High St. Columbus, OH 43215

BENEFITS:

Medical, Vision, Dental, Supplemental and Life Insurance

Paid Parental Leave

Employee Discounts

COTA Bus Pass

Wellness Initiatives

On-Site Chair Massage

On-Site Health Coach

Tuition Reimbursement

Student Loan Repayment Program

Public Pension through OPERS & Ohio Deferred Compensation

POSITION SUMMARY:

COTA's Customer Experience Champion pleasantly and proactively greets guests and assist them in selecting the right products or services. Performs professional functions assisting with daily operations of the Customer Experience Center and assists in COTA's pass sales, inventory distribution, pass mail-out programs, reduced fare programs, trip planning, and outlet programs.

Performs other duties in alignment with the COTA Strategic Plan and in support of the organization's vision to Move Every Life Forward.

ESSENTIAL JOB FUNCTIONS:

Assess Customer needs; Exercise good oral and written communication skills, whilst articulating relevant information and directions in an organized and concise manner; Takes proactive steps to maintain positive experiences;

Promotes a positive customer experience by offering support and guidance to individuals requiring assistance with trip planning and information on interactive customer kiosks;

Informs customers about new product/service features and functionalities; Collaborates with various team members across departments to problem solve and exceed customer expectations;

Advises customers on COTA services and assists customers in the complaint and resolution process; and,

Creates bus pass IDs as necessary for riders and educates on programs; Assists customers with fare purchases via the Masabi/Transit app and other systems. Assists with knowledge base maintenance; Documents and inputs customer interaction data per processes.

Operates a cash register and will handle various payment media such as cash, credit and check

Counts, maintains and distributes bus pass inventory and merchandise sales for the organization;

Assists with managing Outlet Program; maintains monthly consignments, bulk order pick-up, delivery date notifications, bus pass distribution and collection of sales payments; and,

Assists with managing COTA's mail-out program: Choice Riders, Franklin County, Wage Works, City of Columbus and Smart Commute Program; and other community programs/outreach.

OTHER JOB FUNCTIONS:

Performs other duties as assigned.

Regular, predictable and punctual attendance required.

MINIMUM EDUCATION & EXPERIENCE REQUIRED:

Requires a High School Diploma or GED, and one (1) year of experience in cash handling and data entry experience.