Ridestore Lead

As a Sales & Distribution Specialist Lead, you will manage the Sales & Distribution (S&D) team’s daily activities. This includes assigning tasks, setting priorities, and upholding high customer service standards. Effective communication is key, ensuring the team and management are well-informed about procedures, training, feedback, and company updates.

Assign and oversee Sales & Distribution team tasks, ensuring adherence to standards, policies, and procedures. Respond to team questions and concerns during duty hours and escalate issues for further exploration. Create, monitor, and adjust work schedules to ensure adequate staffing coverage; review time-off requests. Maintain digital or written records and reports of all activities. Assist with reconciling ORCA and Connections cases.

Process over-the-counter retail, telephone, online, and mail order sales of electronic fare media, transit passes, tickets, and permits. Handle requests for refunds and maintain sales logs and inventory records. Prepare daily cash sales reports and reconcile the cash drawer. Provide excellent customer service via the ORCA regional call center, addressing product sales, troubleshooting, and general information. Respond accurately and promptly to telephone inquiries regarding route and schedule information, fares, bus stop locations, transfer points, and service changes. Inform customers about Community Transit's operational policies, procedures, and general transit practices. Document, monitor, and resolve customer comments, complaints, service requests, commendations, surveys, and general transit inquiries.

Review and resolve customer escalations, identifying solutions or directing customers to the appropriate resource. Document and report system and equipment problems. Manage lost & found, responding to customer inquiries about lost items. Track DART and Free Ride ticket counts, ordering, and flow-through rates. Compile data for review and prepare reports.

Audit processes, including distribution, inventory, poster printing, schedule posting, and lost & found. Assist with monthly inventory and till audits.

Drive a company vehicle along bus routes to maintain and audit bus stop schedule posters. Determine placement of printed transit information, set up distribution routes, and monitor usage and flow-through.

Assist in training new employees, developing training materials, and identifying off-site training opportunities. Ensure department training records are up-to-date and complete.

Act as point of contact for service change core team. Perform other duties of a similar nature or level, as assigned.

• 2 years of progressively responsible sales and customer service experience.
• 2 years of progressively responsible training or leadership experience.
• Proficiency with Microsoft Office applications.
• Ability to type a minimum of 45 wpm accurately.
• Ability to work a flexible schedule, including holidays, weekends, and evenings.
• Ability to maintain regular and reliable attendance.
• Must possess a valid Washington State driver's license and maintain a good driving record (no more than 2 moving violations and/or accidents within the last 3 years).
• Ability to work in all weather conditions.

• Practices that deliver excellent customer service.
• Fare structure and services provided by Community Transit and nearby transit agencies.
• Training procedures.
• Process improvement and evaluation methods for program and performance review.
• Money handling processes.
• Familiarity with Community Transit’s customer comment system.

• Fostering an inclusive workplace by upholding Community Transit’s core values in support of the organization’s vision and mission. Inspiring team commitment, pride, and trust while promoting cooperation and motivating members to achieve shared goals. Demonstrating courtesy, sensitivity, and respect in all interactions.
• Providing effective, courteous, and professional customer service under stressful conditions.
• Effective written, verbal, and interpersonal communication.
• Problem-solving and decision-making skills.
• Customer service and empathetic listening abilities.
• Training and presenting skills.
• Leadership concepts and methods.
• Attention to detail.
• Time management, scheduling, and organizational skills.

• Experience working in a supervisory role.
• Background in retail, sales, or administrative roles.
• Record maintenance and transaction recording expertise.
• Knowledge of the Americans with Disabilities Act.
• Familiarity with Automatic Call Distribution Systems or basic call management.
• Understanding of the Labor Agreement between Community Transit and Amalgamated Transit Union #1576.

70% to 80% of your work is performed in an office environment and requires the use of office equipment and technology. You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently. 20% to 30% of your work will be performed in the field, in noisy environments and varying weather conditions, and will require you to move between bus stop locations. While performing fieldwork, you may also be exposed to automotive fumes, odors, and dust.

• Apply online; only on-line applications accepted. Application must have a resume, a cover letter, and all supplemental questions answered.
• Applicants who meet minimum requirements may be scheduled for tests and interviews to demonstrate knowledge and skills for the position.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.