Customer Relations Team Member - Denver Bike Sharing

Employer: Denver Bike Sharing, a non-profit charitable organization
Term: Part Time, Temporary, Non-exempt: 30 hours/week; 9:00 AM – 3:30 PM; M-F

Starting date: May 1, 2012
Ending date: September 30, 2012

Compensation: Hourly wage: $11.50-$12.50/hour

Minimum Qualifications: College degree or equivalent job experience; customer relations experience; outstanding verbal and written communication skills; aptitude for navigating computer data bases and management systems

Hiring Process:
Announcement: April 5, 2012
Submission deadline: April 20, 2012
Interviews of top candidates: April 23, 2012
Offer: April 25, 2012
Decision from Candidate requested by April 27, 2012
Starting date: May 1, 2012 or ASAP

Background: Visit and for information about the organization and the B-Cycle system.

Job Duties: The primary purpose of the Customer Relations team is to keep our customers happy – answer questions and solve problems as they relate to our customers and riders. These duties include responding to customer inquiries via email or phone, investigating billing discrepancies, providing directions and instructions on how to use the B-cycle system and above all, making sure that Denver B-cycle users have the best experience possible. The primary tools for this job are the phone and computer. Existing procedures and guidelines are in place for understanding and solving problems. The candidate is trained before expected to fulfill job duties. Bike Sharing is a dynamic work environment, and the successful candidate is required to perform multiple job functions in addition to and relating to Customer Relations, such as coordinating special deal or event logistics, responding to internal communications, generating reports and troubleshooting cause and effect relationships. The person spends most of his/her time on the phone or replying to e-mails, but is assigned other support duties as needed and appropriate.

Criteria for Evaluation:
Candidates are evaluated based on their demonstrated experience and proficiency in the following areas:
• Excellent written and oral communication skills are essential - for interactions with customers and other staff
• Demonstrated knowledge of, understanding of and commitment to the work of Denver Bike Sharing
• A strong technological aptitude and background knowledge of computer hardware and software
• Outgoing, positive and patient personality
• Excellent problem solving skills - ability to compile and analyze customer data to understand cause and effect relationships
• Use of collected data to respond to short-term issues and identify future opportunities
• Ability to help with research and analysis as requested
• Command of Microsoft Office Suite required; Adobe Creative Suite a plus

Please direct questions in writing only. By April 20, submit a letter of interest, resume, and list of 3 references and contact information to Letter of interest should reflect your understanding and support of the mission of Denver Bike Sharing, why you are interested in the job, and why you are a good fit for the position.

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