Passenger Care Agent

Hourly range is $21.63/hour to $49.51/hour with a midpoint of $32.21/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

Under general supervision, performs technical support for the assigned program(s) and project(s) within Passenger Service & Accessibility; provides delivery of customer service and accurate information for ST Express, Sounder commuter rail, Link light rail, and other Agency programs; provides accurate and timely information to customers via the phone, email, letters, or in-person regarding transit, ORCA smart cards, MVET/RTA tax, or other Sound Transit programs on a daily basis; records accurate data, on a daily basis in the Customer Comment database and provides reports upon request; provides assistance with Passenger Service & Accessibility programs such as providing information about lost and found items, processing bike locker agreements, and serving as station ambassadors; and provides administrative support of Division staff including assistance with rider information and distribution, fare media transactions, and providing back-up for reception.

ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides accurate and timely information to customers via the phone, email, letters, or in-person regarding transit, ORCA smart cards or other Sound Transit programs on daily basis; responds to tax and boundary inquiries regarding RTA motor vehicle excise tax including verification of addresses and boundary determinations, recording data, and coordinating any changes with Department of Licensing; performs data entry for customer comments and MVET as well as report distribution to Operations and Finance management respectively; completes data entry and upon request sends reports of customer comments to ST Operations Department division managers.
• Administers key customer service programs such as processing bike locker agreements/keys and providing financial receipts and comment reports; provides support for rider information efforts during service disruptions; assists with fare media transactions including ORCA smart card and TVM issues, and coordinates refunds and replacement of fare media whenever a customer calls and reports a Ticket Vending Machine malfunction or on a case-by-case basis a refund for user error.
• Serves as back-up for reception staff as needed; assists Passenger Care Agent, Senior, Supervisor, and Manager on program implementation including forms and inventory; creates a RTA Call Log form to be used by co-workers when taking MVET Refund inquiries to ensure all pertinent information was taken for further research before the call ends; creates the Customer Comment form which gets used daily to log customer calls pertaining to concerns of service such as ST Express buses, Sounder commuter rail, or light rail.
• Participates in transit outreach for Agency events or service changes; and assists with Agency passenger counts, fare sweeps or surveys.
• Provides support to the Manager and others on matters as directed; serves as staff on a variety of committees as assigned; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies, and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience:
Completion of a High School Diploma/GED with additional coursework from a college/technical school in Business, Administrative Support, Public Policy, Communications, or closely related field; One year of customer service experience that includes heavy customer support via email and phone requiring some research and analysis in order to appropriately respond; Or an equivalent combination of education and experience.

Required Knowledge and Skills:

• Industry principles and practices for the area of responsibility including customer service principles and practices.
• Transit operations, services, and activities of the customer service and information services functions.
• Communication strategies, tools, and techniques.
• Principles and practices used in establishing and maintaining files and information retrieval systems.
• Customer service and public relations methods and techniques.
• Methods and techniques of proper phone etiquette.
• Principles and procedures of record keeping.
• Pertinent federal, state, and local laws, codes, and regulations.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Principles of business letter writing and basic report preparation.
• English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
• Performing research and understanding and articulating technical concepts of the task or when assisting others.
• Preparing clear and concise reports.
• Effectively representing the Agency to outside individuals and agencies.
• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.
• Complaint resolution and problem solving.
• Presentation development and public speaking skills.
• Preparing and analyzing data and reports.
• Demonstrating a positive customer service orientation with both internal and external clients.
• Applying appropriate oral and written communication techniques to various individuals ranging from Agency employees, the general public, elected officials, community leaders, and local, state, and federal agencies.
• Applying project management techniques and principles.

Physical Demands / Work Environment:

• Work is performed in a standard hybrid office environment.
• Must be able to understand and respond to telephone conversations clearly and accurately, with or without reasonable accommodation.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.