• Responds to all telephone calls, voicemails, and email inquiries regarding the Bike Program

• Disseminates information related to Bike Programs, including bike locker rentals, referrals to other Metro bike parking options, programs, and activities in support of biking initiatives

• Interacts with law enforcement when bike locker thefts occur

• Processes payments and refunds via program website and through online payment services

• Assigns bike locker keys to renters from Metro′s key inventory and mails keys to customers

• Submits trouble tickets to repair, re-core, or provide maintenance to bike lockers

• Notifies customers of any changes regarding the program and coordinates with appropriate Metro personnel and departments

• Compiles information and statistics, as needed, for management

• Updates recordkeeping system and spreadsheets to ensure accuracy of customer accounts and status of transactions, including new rentals, renewals, waitlists, overdue accounts, cancellations, comments, service requests, and complaints

• Maintains control of inventory and program website

• Assists customers with Metro Bike Locker website navigation

• Arranges inspection of lockers on a rotating cycle to evaluate compliance with locker use guidelines and need for service

• Coordinates and strategizes with Bike Programs Planning on operational improvements and changes

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

• General office practices and procedures

• Customer service principles and practices, and telephone etiquette

• Applicable business software applications such as Microsoft Outlook, Word, and Excel

• Web browsers, such as Microsoft Internet Explorer and Google Chrome

• Correct English grammar, spelling, and punctuation

• Proper techniques for handling credit card transactions and confidential information (Payment Card Industry Compliance)

• Basic math

• Interacting professionally with various levels of Metro employees and outside representatives

• Preparing reports and correspondence.

• Operating a personal computer and peripherals, calculator, and fax machine

• Analyzing situations and identifying problems

• Understand and follow oral and written instructions and procedures

• Communicate and interact effectively with the public and others in a courteous, professional manner at all times, including sometimes stressful situations

• Respond to inquiries and requests for information via telephone and email in a clear, concise, accurate, and tactful manner

• Maintain accurate records and prepare reports of customer transactions

• Type 30 words per minute

• Use a computer to navigate spreadsheets and customer management systems to input, update and retrieve information

• Read, write, speak, and understand English

• None Required

• Two years of relevant experience working in a customer service environment performing in-person public contact, or call center customer contact related to transit, retail or financial activities and clerical office duties; one year of relevant experience entering, updating, and retrieving information and reports in a database system such as a customer management system (CMS)

• Ability to understand and speak a language other than English may be required for some positions

• Must be able to work various hours with various days off

• Typical office situation

• Close exposure to computer monitors and video screen

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Communicating through speech in the English language required