Indianapolis Cultural Trail Inc · 16 hours ago
Customer Service Expert
Indianapolis, IN
Full-time
Onsite
Entry Level
$18/hr - $21/hr
1+ years expIndianapolis Cultural Trail, Inc. is a non-profit organization that manages the Indianapolis Cultural Trail, a 10-mile linear park that connects cultural districts and neighborhoods. They are seeking a detail-oriented and customer-focused Customer Service Expert to support daily operations of Pacers Bikeshare, ensuring positive interactions and experiences for riders by responding to inquiries and resolving issues.
Non Profit
Responsibilities
Respond to inquiries via phone, email, and in person with professionalism, clarity, and empathy
Clarify pricing questions and explain Pacers Bikeshare program and pass details
Support adaptive bike reservations and respond to accessibility-related requests
Create and update promo codes to support marketing and community engagement initiatives
Ensure dashboards are accurate, up-to-date, and support operational decision making
Assist in cross-departmental initiatives that enhance experience
Represent the organization in a professional manner and with a positive attitude
Monitor Trips Grid data and make recommendations and/or adjustments based on data findings
Respond to billing inquiries and if possible, proactively communicate with people when issues are identified
Communicate with annual passholders to resolve account issues, navigate upcoming charges and/or changes
Monitor and respond to bank disputes initiated by customers
Manage user expiration data to support communication efforts to passholders
Perform monthly RFID card fulfillment and mailing
Conduct monthly bike sponsorship census to ensure accurate tracking of sponsored bikes in the system
Track recovered bikes and maintain accurate log information
Contribute to bikeshare sentiment and feedback tracking to support continuous improvement
Qualification
Required
Detail-oriented and customer-focused
Ability to respond to inquiries via phone, email, and in person with professionalism, clarity, and empathy
Ability to clarify pricing questions and explain Pacers Bikeshare program and pass details
Ability to support adaptive bike reservations and respond to accessibility-related requests
Ability to create and update promo codes to support marketing and community engagement initiatives
Ability to ensure dashboards are accurate, up-to-date, and support operational decision making
Ability to assist in cross-departmental initiatives that enhance experience
Ability to represent the organization in a professional manner and with a positive attitude
Ability to monitor Trips Grid data and make recommendations and/or adjustments based on data findings
Ability to respond to billing inquiries and proactively communicate with people when issues are identified
Ability to communicate with annual passholders to resolve account issues, navigate upcoming charges and/or changes
Ability to monitor and respond to bank disputes initiated by customers
Ability to manage user expiration data to support communication efforts to passholders
Ability to perform monthly RFID card fulfillment and mailing
Ability to conduct monthly bike sponsorship census to ensure accurate tracking of sponsored bikes in the system
Ability to track recovered bikes and maintain accurate log information
Ability to contribute to bikeshare sentiment and feedback tracking to support continuous improvement
Customer-centric attitude
Detail-driven approach
Tech-savvy with the ability to learn new systems, dashboards, and tools with ease
Problem-solver with curiosity and persistence
Collaborative team player
Organized with the ability to manage recurring weekly and monthly tasks
Friendly and welcoming demeanor
Familiarity with Indianapolis or ability to learn how to help people experience the Cultural Trail and the city
Preferred
1 year of phone-based customer service experience
Conversational knowledge of Spanish or other non-English languages
Benefits
Competitive compensation and benefits package
Company
Indianapolis Cultural Trail Inc
Indianapolis Cultural Trail Inc.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$1MKey Investors
Eli Lilly & Company Foundation
2021-02-23Grant· $1M
Leadership Team
Rebecca Rizzo, CPA
CFO / Asst. Director, Finance
Company data provided by crunchbase