New Job Posting: Customer Experience Representative

Wednesday, September 25, 2019

Categories: General

Job Summary - Essential Functions:

The Customer Experience Representative is located at the CATA Transportation Center ("CTC"), the Multi-Modal Gateway, or at the CATA Administrative Offices and is responsible for providing information to the public regarding CATA services, sales of CATA fare media (tokens, passes, etc.), and positive public relations.  The role requires the ability to work flexible hours and days as assigned.  The essential functions include the following:


Customer Service (35%)

·     Provide accurate fare, route, and other CATA information to the public, maintaining full knowledge of all routes and schedules

·     Assist customers in understanding how best to use CATA services

·     Communicate with customers, vendors, and all CATA employees in a friendly, courteous, and professional manner

·     Process lost and found items and distribute according to company policy

·     Follow high standards and practices at all times by utilizing concepts acquired in customer service training modules

·     Maintain service and quality standards

·     Work flexible and varied schedules, as needed to meet staffing requirements


Communications (25%)

·     Communicate effectively and accurately with customers, vendors, and team members in person, via the phone, and via other CATA technology, including email and live chat

·     Receive, record, and process customer comments and complaints relating to CATA services, employees, and facilities

·     Provide timely, reliable, and effective reports and communications, both written and verbal


Currency Management (30%)

·     Sell fare media (tokens, passes, etc.) to customers

·     Process daily cash, check, and credit/debit receipts accurately and reconcile transactions

·     Balance the cash drawer and reconcile fare media sales

·     Oversee and maintain the CATAClub Card Program


Administrative Duties (10%)

·     Open the Administrative Offices promptly at 8:00 am daily

·     Receive, date stamp, and distribute all incoming mail to appropriate employee mailboxes

·     Accept and reconcile with the Finance Department incoming checks and cash and balance the daily sheet

·     Open and close the CTC information booth & Multimodal Gateway in compliance with established procedures at each location

·     Know and apply CATA's policies and procedures

·     Provide backup and relief for the Receptionist and other Customer Experience Representatives

·     Follow and promote safe work practices and all CATA safety rules, policies, and procedures

·     Assist the Customer Experience Manager, as requested, by providing assistance with various department projects/team initiatives

·     Actively participate in all team meetings and team training initiatives


Salary:   $13.50 per hour to start                                 Reports to:  Customer Experience Manager


Required Competencies:

·     Service-Oriented

·     Effective Multi-Tasker

·     Technology Savvy

·     Conflict Resolution

·     Positive Attitude

·     Team-Centered Approach



  • High School diploma or General Education Degree (GED), with experience in retail, call center or working directly with the public

  • Experience with retail cash, check, and credit/debit transactions

  • Proficient map reading, math, grammar/punctuation and computer skills, including Microsoft Suite (Outlook, Word, Excel and Access)

  • Proficient proof reading and data entry skills

  • Able to communicate effectively, handle details, meet deadlines, and work both independently and under general direction

  • Professional appearance

  • Able to perform essential functions and duties and to perform other tasks as assigned

  • Cooperative, willing to work with and learn from others, and able to respond productively to change

  • Punctual and reliable attendance as necessary to meet the ongoing service requirements for public transportation

  • Ability to work well under pressure during periods of high call volume and/or in-person interactions

This job posting is stated in general terms and does not modify the job description or describe all duties which may be assigned or required.

Please submit a CATA application, cover letter, and resume via the Job Posting area under the “About CATA” tab at; to the CATA HR Department via e-mail to or fax to (517) 367-7275.

Application Deadline:  October 25, 2019


Capital Area Transportation Authority (CATA) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CATA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CATA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CATA employees to perform their job duties may result in discipline up to and including discharge.

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