Customer Experience Specialist

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.