DART (Dallas Area Rapid Transit) · 9 hours ago
Customer Support Representative
Dallas, TX
Full-time
Onsite
Mid Level
$28.32/hr - $31.47/hr
4+ years expDART (Dallas Area Rapid Transit) is focused on enhancing customer satisfaction within its transportation system. The Customer Support Representative will investigate and resolve escalated customer concerns while serving as a liaison between customers and internal departments.
Association
Responsibilities
Manage incoming customer concerns by conducting thorough intake processes, accurately documenting complaints, requests, suggestions and commendations with proper grammar, punctuation, and attention to detail. Demonstrate empathy and active listening skills while coordinating with departments to ensure timely response and follow-up on all customer matters
Initiate outbound customer contact as needed to conduct follow-up or gather additional information necessary for complaint resolution
Network and interface with various DART departments to research and investigate customer concerns. Gather comprehensive information from multiple sources and build rapport with key contacts to facilitate thorough case resolution
Conduct comprehensive investigations to validate customer concerns and identify root causes. Analyze operational processes, service delivery, and system performance. When appropriate, recommend courses of action to expedite customer resolution and improve service delivery processes based on investigation findings and customer feedback analysis
Assist with ongoing customer service projects designed to promote DART services and enhance customer experience. Maintain detailed project documentation and progress reports
Prepares reports regarding job duties and activities such as weekly scheduled activities and status
Process mobile ticketing application Back Office including but not limited to account adjustments and billing inquiries while maintaining strict accuracy and confidentiality standards
Prepare comprehensive reports on job duties, activities, and customer resolution outcomes. Maintain detailed records of customer cases and resolution progress
Maintain, monitor and operate communication equipment including phone systems, headsets, and specialized customer service technology. Report equipment malfunctions promptly to appropriate personnel to ensure continuous service delivery
Utilize advanced transit management systems including Swiftly, Trapeze, and internal databases, etc. to research and provide accurate, real-time information to customers
Other duties as assigned to support department objectives and customer satisfactions goals
Qualification
Required
High school diploma or equivalent; additional education or certification in customer service is a plus
Four (4) years' experience in a high-call volume center environment with demonstrated proficiency in handling escalated customer complaints and complex issue resolution
Proven track record of de-escalation techniques and conflict resolution
Experience with multi-channel communication platforms (Phone, email, chat, etc.)
Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles
Advanced proficiency in Microsoft Office suite and related software applications
Demonstrated expertise in customer relationship management (CRM) systems and database navigation
Ability to work variable shifts, irregular hours, nights and weekends
Excellent written communication skills with demonstrated accuracy in grammar, punctuation, and professional documentation
Maintain established key performance indicators (KPIs) including customer satisfaction scores, first-call resolution rates, and escalation resolution timeframes
Demonstrated accuracy and integrity when handling financial assets and confidential material
Demonstrate consistent adherence to quality assurance standards and call monitoring evaluations
Demonstrate exceptional organizational skills with the ability to prioritize urgent customer issues, maximize investigation efficiency, and handle diverse responsibilities while meeting critical deadlines
Ability to use his/her time effectively and efficiently
Must be able to pass standardized skills assessment test
Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization
Company
DART (Dallas Area Rapid Transit)
REGIONAL TRANSPORTATION COMPANY DART is far more than just "the thing you ride." It is your "trusted guide" to discovering all that North Texas has to offer.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Nadine S. Lee
President & Chief Executive Officer
Jenny Barket
Chief of Staff
Recent News
Dallas Area Rapid Transit (DART)
2025-10-24
2025-09-12
The Business Journal
2025-08-26
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