Fare Programs Supervisor

Vix Technology stands at the forefront of enhancing the transit experience for riders globally through the provision of seamless and cashless travel solutions. Numerous transit agencies, along with hundreds of thousands of their passengers, rely on Vix Technology systems for their daily public transportation needs.

We are seeking a candidate to assist in supporting the institutional fare program clients. This role will involve overseeing the card fulfillment process for the Valley Metro transit system. As a contractor with Valley Metro, our responsibilities encompass the ordering, customization, and fulfillment of media orders.

Sales Support (via phone or email):

• Provide information to clients and potential clients about services, eligibility rules, and program requirements for each Fare Program.
• Assist new institutional, business, or group customers in setting up Fare Program contracts for their employees, participants, or clients.
• Outreach to existing customers about new service offerings.

Customer Support:

• Serve as a primary point of contact for Fare Programs clients and potential clients
• Assisting new customers with onboarding.
• Assisting new and existing customers with service-related questions.
• Assisting new and existing customers with transit card inventory.
• Support customers with fares portal, orders, and invoicing questions.
• Addressing and resolving customer complaints, providing an elevated level customer support for a specific set of products/services.
• Maintains record of customer interactions and customer information, updating when applicable.
• Oversee the fulfillment of orders submitted by Fare Program clients.
• Perform quality control on fulfilled orders.
• Monitor card inventory levels for Fare Programs.

Requirements

• At least two years of Business-to-Business Call Center experience.

• Demonstrates excellent communication and active listening skills.
• Background in account management or customer service support with problem-solving and escalation skills.
• Ability to work independently and as part of a team.
• Customer-centric and service-oriented.
• Proficient with a PC and able to learn new software programs.
• Curiosity and willingness to learn. The goal is for this person to be the organization's subject matter expert on institutional transit. (Ability to quickly learn product, service and other "specialization" needs required)
• Basic knowledge of inventory systems.
• Basic knowledge or experience with contracts.
• Basic knowledge of invoices and accounts receivable processes.
• Some background in transportation is a bonus.
• High School Diploma or equivalent; some college preferred.

Physical Requirements:

• Ability to sit at a desk, working on a computer for prolonged periods of time.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off to cover Vacation, Sick & Public Holidays
• Short Term & Long Term Disability
• Training & Development