Customer Service Specialist Tri Delta Transit

Customer Service Specialist - Tri Delta Transit

Hourly Wage Range: $20.00 - $25.75 (commensurate with experience)

Role purpose:

The Customer Service Specialist is responsible for researching and responding accurately and efficiently to customer service inquiries and feedback from passengers employees and other stakeholders. The position will be the liaison between local and corporate scheduling for Paratransit Non-Emergency Medical Transportation (NEMT) and Microtransit services to ensure quality service delivery. The position is also responsible for contract compliance quality assurance and ensuring the overall quality of service.

Knowledge andExperience:

• HighSchoolDiploma or G.E.D

• 3years of customer service experience

• Public Transit experience preferred

• Microsoft systems experience

• Experience with presenting findings to management

• KeyPerformanceIndicator (KPI) reviewexperiencehelpful

• Audit experiencehelpful

Skills:

• Excellent communication skills (Written & Verbally)

• Solid investigationand interviewingskills

• GoodStrategicandproblem-solvingskills

• Organized and goal oriented

• Coordination skills

• Friendly and professionalwith good Customer Service etiquette

• Attentive to details

Key Accountabilities:

• Investigatecustomer concerns and complaints andrecommendcorrective action when applicable such as repeated trends and behaviors.

• Develop andmaintaintrackingmechanismtomonitorrepeated operator offences/behaviors.

• Identifyoperator trends/patterns and escalate toappropriate managementwhilemaintainingconfidentiality.

• Maintain establishedKPIgoalsfor continuous operational and customer satisfaction improvements andassistwithmethods of correction necessary to achieve and sustain desired results.

• Coordinatethe schedule for fare collection counting andestablishinternal controls. Ensurecorporate qualitycontrol measures of all cash and deposits.

• Interview operators and passengers to obtainadditionalinformationregardingcustomersconcerns

• Reviewvideofrom thebusesto gather facts about the incident(s)in question.

• Respond to the Client with details about Customer Service inquiries/comments.

• Track Customer Service data for KPI review and client reporting

• Establish complaint reduction strategies in concert with operating department heads

• Serve as location liaison for corporate support of scheduling of operator bids

• Other duties as assigned

Physical Demands and Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Thework isaccomplishedindoors and in air-conditioned or well-ventilated facilities. May perform physical activities that require considerable use of the arms repetitive hand-wrist motion and legs and moving the whole body such as climbing lifting balancing walking stooping and handling of is accomplished in an office or in a cubicle space equipped with a telephone and employee isgenerally subjectedtolong periodsspent sitting typing or looking at a computer screen.

Additional Statements:

• Drug screening:âPursuant toDepartment of Transportation regulations employment for safety-sensitive positions will be contingent upon passing aâpre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also beâcontingent upon completion of aâbackground check consistent with applicable federal state and/or local laws.â

• Safety commitment:âSafety is a way of life atâKeolis. By placing safety first we ensure the wellbeing of our employees customers and communities. Together we canâbecome the safestâtransportation company in the world.â

• Environmental commitment:âKeolis is committed to protecting the environment by minimizing the impact of our operations on the communities whereâweoperate.

• EEO statement:âOur policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race color sex religion age creed marital status national origin ancestry physical or mental disability sexual orientation pregnancy status genetic information veteran status gender identification or any other status protected by applicable law. If you requirea reasonableaccommodation toparticipatein the application or interview process please contact. Keoliscomplies withfederal and state disability laws and provides reasonableaccommodationto qualified applicants.â

• Work authorization:âApplicants mustbe authorized towork in the United States. Keolis does not sponsor visas for this position

• Disclaimer and closing statement:âThe above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skillsrequired ofemployees assigned to this job. Keolis is committed to offering our employees competitivecompensation and benefits opportunities for development and growth throughout an exciting and rewarding career and the safest work environment possible.

Required Experience:

IC