Job Description
Job Description
We are seeking a Customer Experience Specialist to provide exceptional support to passengers traveling throughout Michigan and the Midwest. This Contract position is ideal for someone who enjoys assisting customers, resolving inquiries, and ensuring a smooth travel experience. The role serves as a primary point of contact for ticketing, scheduling, route information, and general customer support while contributing to efficient day-to-day terminal operations. On-Site; Tuesday-Saturday 9am-6pm.
Responsibilities:
• Guide customers on routes, schedules, fares, and service options so they can make informed travel decisions.
• Respond to questions and concerns from riders, vendors, and staff with professionalism, patience, and courtesy.
• Document customer feedback, service issues, and complaints, then relay information through clear written and verbal reporting.
• Complete fare media sales and accurately process cash, checks, and card payments during daily transactions.
• Reconcile receipts, balance the cash drawer, and maintain accurate records tied to sales activity and customer payment activity.
• Support departmental projects, participate in team meetings and training, and promote safe workplace practices at all times.
• At least 2 years of experience in customer service, customer experience, or a similar public-facing role.
• Ability to explain transportation services, schedules, and fare information clearly to a wide range of customers.
• Experience handling inbound calls, customer inquiries, and complaint resolution in a detail-focused environment.
• Strong computer proficiency with the ability to quickly learn ticketing, reservation, and customer service systems
• Cash-handling skills with the ability to reconcile payments and maintain transaction accuracy.
• Effective written and verbal communication skills with strong attention to detail in recordkeeping and reporting.
• Ability to follow policies, safety procedures, and service quality expectations consistently.