Under general direction from the Manager of Customer Service, the Customer Experience Officer plays a critical role in helping to ensure that NCTD customers receive exceptional services on board all modes and at all NCTD facilities, and helping fulfill our mission to provide safe, effective and user-friendly public transit services. This position provides feedback and recommendations for both Contract and direct employees utilizing clearly defined requirements and benchmarking tools and reporting.
This position is distinguished by its extensive work monitoring and interaction with customers in order to assist in developing strategies to improve the overall passenger experience. Additionally, this position is distinguished by its interaction with District stakeholders to produce strategies and procedures to fulfill the District's mission of providing safe, reliable, and user-friendly public transportation services.
Supervision Received and Exercised
This position reports to the Manager of Customer Service. S/he has no direct reports but may provide oversight of contractor/vendors and/or provide feedback to NCTD Managers regarding direct and contractor staff. Further, this position is expected to participate in the sharing of expert knowledge and as a vital member of various project teams that may be instituted.
Normal working conditions for this position are in both an office and field setting. This position will be required to work at times when NCTD services are in operation, which includes early morning, evenings, late nights, weekends and holidays. Specific working days/hours will vary to ensure thorough observations of all services during a robust range of days and times. In addition, this position will be required to work at times out in the field and/or on board a mode of transit with significant public interaction. Business travel may be required periodically between District sites, governmental agencies, consultants' facilities, and other locations as required.
Duties may include, but are not limited to, the following:
- Ensure implementation of the District's service philosophy and brand initiatives with the objective or meeting or exceeding customer/public expectations.
- Act as the voice of the customer to help identify and prioritize service improvements that promote retention of existing riders, attract new riders, and overall increase ridership and revenue.
- Monitor and inspect the day-to-day bus, rail, paratransit, and facility operations to evaluate service quality, compliance with contract and regulatory requirements, and system safety standards; spending approximately 75% of worked time in the field during all days of week and hours of operation.
- Manage and configure ongoing audit processes to reflect evolving best practices and regulator trends. Coordinate with other District staff as appropriate.
- Actively collaborate with cross-functional stakeholders across Divisions at all organizational levels to accomplish goals and objectives.
- Support improvements in customer service through testing, evaluating, and rebuilding processes, establishing and communicating metrics, monitoring and analyzing results, and implementing improvements.
- Oversee the District's contracted and employee Mystery Rider programs. Oversee Mystery Rider contract to ensure all contract deliverables are performed and timely received by NCTD.
- Maintain up-to-date knowledge of applicable Federal, State, and local transit industry regulations, rules, standards and accepted best practices
- Participate as a member of emergency response team for service delays, outages, etc.
- Perform other related duties as assigned.
- Bachelor's Degree in Business Administration, Public Administration, Public Relations, Communication or a related field required.
- Minimum five to seven years of prior, similar front-line customer service experience required.
- Experience in transit desirable but not required.
- Bilingual skills in English/Spanish required.
- Possess and maintain a California driver's license, Class C, and a satisfactory driving record for the last five years.
- Maintain compliance with the District's policies regarding Conflict of Interest and Ethics.
- General knowledge of applicable Federal, State, and local regulations that affect persons with disabilities, with specific knowledge of Federal ADA paratransit eligibility requirements.
- Knowledge of federal regulations pertaining to Title VI compliance and Limited English Proficiency (LEP) requirements.
- Able to create and maintain good working relationships through excellent communication and teambuilding skills, including the ability to engage successfully with both internal and external contacts and the public.
- Exceptional communication skills, both verbal and written, including the ability to prepare and deliver clear and concise reports.
- Strong analytical and critical thinking skills; ability to gather, organize, analyze and present data to appropriate sources.
- Must be able to manage and maintain simultaneous, transitional, and emerging priorities.
- Demonstrated proficiency in computer software programs including the Microsoft Office Suite, and Customer Relationship Management software systems.
- Ability and willingness to work flexible hours including evenings, weekends, holidays, and to respond in-person to system emergencies and system problems on any shift and under any weather or time-of-day circumstances.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must possess the ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions and work with office equipment, and lift equipment up to 25 pounds on a daily basis. The employee must be able to hear, see, and communicate verbally to exchange information. The employee must be able to physically travel between District locations and other destinations, work in evenings when required, work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way. The employee may be subject to fumes, odors, dusts, gases, chemicals. The employee must be able to walk, climb, balance, bend, carry, push, reach, sit, and stand.
Machines / Tools / Equipment
- Ability to operate a personal computer and Microsoft Office Suite programs.
- Ability to operate standard office equipment, including a fax and scanner machine, copy machine, and telephone.
- Ability to carry and operate a mobile on-call device.
Application Information: All applicants must complete and submit an online application at www.gonctd.com/careers. A job offer is contingent upon the successful completion of a pre-employment drug screen and background check. Salary based upon experience, not to exceed midpoint of stated range. NCTD is an Equal Opportunity Employer.
NCTDprovides its employees with a comprehensive benefits package. Benefits are availableto employees working 20+ hours per week,with any employer contributionsprorated accordingly for employees who work less than 40 hours per week.Highlights are listed below:
CalPERS:NCTDparticipates in theCalPERSretirement program with benefit formulas of 2% @ 60 and 2% @ 62. Benefits are calculated based on your age at retirement, the number of years of service credit withCalPERS, and the highest average pay rate in a 36 month period.
457 Deferred Compensation/401(a) Plans:NCTDoffers a voluntary Deferred Compensation savings plan throughVOYA. Employees are eligible upon hire, and can contribute a designated percentage of their compensation into the plan in accordance with IRS limits. Additionally,NCTDmatches 50% of employee 457 contributions, up to 8% of payroll (4% max contribution) into a 401(a) plan. Employees are vested inNCTDcontributions over a 3 year period.
Medical Insurance:NCTDparticipates in theCalPERSmedical insurance program and offers a rich variety of plans to choose from. NCTDcontributes towards monthly medical premiums. If selected coverage is greater than theNCTDcontribution, employees will pay the additional premium via pre-tax payroll deduction.
Dental Insurance:NCTDoffers dental coverage through United Concordia with a PPO or DHMO option.
Vision Insurance:NCTDoffers vision insurance through Medical Eye Services.
Life Insurance:NCTDprovides group Life/AD&D insurance at no cost to the employee in the amount of $50,000. Additional, voluntary supplemental life insurance is available for the employee and eligible dependents at the employee's cost.
Long Term Disability Insurance:NCTDoffers voluntary Long Term Disability Insurance at the employee's cost. Coverage up to 80% of your hourly wage ($5,000/mo max) can be purchased.
FlexibleSpending Account Plan:NCTDoffers the following plans for pre-tax employee contributions:
- Health Care
- Dependent Care
- Commuter Transit
- Commuter Parking
PTO/Paid Time Off:Employees earn PTO in accordance with the following schedule:
- 0 through 2.99 years: 144 hours per year
- 3.00 through 9.99 years:184 hoursper year
- 10+ years: 224 hours per year
TransportationPasses:Employees and eligible dependents receive acomplimentary "CompassCard" which can be used to ride anyNCTDtransit service at no charge.
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