Work at DBC: Customer Happiness Expert

The Detroit Bus Company is looking for one Customer Happiness Expert to join our team in providing the best scheduling and customer support around. 

About the Job

You’ll be responsible for providing tremendous service and support to our customers, drivers and partners. You’ll help us schedule our buses and drivers to match the requirements of reservations via our scheduling software, communicate with customers before their reservation to make sure we appropriately understand their expectations, communicate with our drivers and tour guides to make sure those expectations are widely shared and agreed upon, and finally communicate with those same customers after their reservation to make sure we more than exceeded those expectations and helping us learn why if we didn’t. You’ll also have ample opportunities to carve out your own passion projects related to supporting our customers and partners.

A deep understanding of the transportation industry or the operation of a bus is not a prerequisite, however you should be well-versed in scheduling complex situations and troubleshooting problems that may arise. The ability to think beyond the next 24 hours is essential. We do everything on computers so you should be extremely fluent in using the internet, email and software.

During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll schedule about 50-70 reservations a month. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

About You

We’re looking for some great writers who love helping people, so you should enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.

We have well-developed systems to make sure everything runs smoothly and work isn’t done twice. But, your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values.

You love supporting people. This isn’t a springboard into another area at The Detroit Bus Company. You want to be part of our support team for a while, and you’re excited to contribute to making The Detroit Bus Company the best service for connecting Detroit.

A big part of the role itself is supporting each other, so you should understand the value in prioritizing relationships with your colleagues.

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. The Detroit Bus Company is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

About Our Pay and Benefits

We believe in a thriving wage so you can focus on your responsibilities rather than worrying about your finances. We aim to pay near the top of our field for our city. For a Junior Customer Happiness Expert, this starts at $19 per hour.

We’re a small company so we all wear many hats, but we strive to offer a workplace that prioritizes excellent work-life balance with paid time off and paid holidays. We’ve designed our systems so that when your workday ends you’re able to leave work at work and go about your personal life fully. This means there are rarely any after-work calls or emails.

How to Apply

Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:

  1. why you want to work in scheduling and support
  2. why you want to work at The Detroit Bus Company and not somewhere else.
  3. a great customer service/support experience you had recently, and what made it great.
  4. a time you taught yourself a new skill to complete a job or project.
  5. a guide to making your favorite meal.

Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):

  • Q: Does The Detroit Bus Company offer bathrooms on the buses?
  • Q: I’m calling for DDOT. The Mack Avenue bus is late. Where is my bus?
  • Q: Can you tell me about what time the Drunks of Antiquity tour picks up at Rosie O’Grady’s?
  • Q: What is this whole Ride for Ride thing about?

Click here to apply. We’re accepting applications for this position until July 10. We’ll let you know that we’ve received your application. After that, you probably shouldn’t expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.

We’re seeking fluent English speakers/writers to work with us at our HQ Monday through Friday 9am-5pm EST

We look forward to hearing from you!

PSST: If you have any questions on this job application process before you submit your application, no fear! You can always ask us questions at help@thedetroitbus.com and we’ll do our best.