Transit Specialist (Intermediate)

Responsibilities:

Provide regular two-way communication between the account support and account management elements offering relevant insights into customer concerns and issues
Proactively support Account Management team as necessary
Ensure customer issues are dealt in an efficient manner and comply with Service Level Agreements (SLAs)
Ensure all processes and procedures are completed and quality standards are met
Demonstrate consistently sound judgment and creative thinking
As directed conduct reviews on accounts on regular basis to evaluate customers demands and usage of account
Receive and answer concerns from customers or users in relation to the customer questions
Represent knowledgeable efficient and professional image to customers vendors leadership and handle business in a respectful and professional demeanor
Develop and maintain a deep understanding of all systems policies and processes associated with customer business
Investigate track and resolve customer concerns; identify trends and recommend solutions
Support the overall customer satisfaction of customer accounts.

Required Qualifications:

2-3 years of experience taking detailed notes of meetings and publishing meeting minutes
Highly proficient in MS Project (identifying and documenting tasks start and end dates task dependencies)
Must have excellent writing skills and be able to simplify complex scenarios
Experience with transportation or transit subsidy programs in the federal government highly desired
Experience using Salesforce and SharePoint highly desired
Excellent interpersonal communication skills
Excellent data collection analytic and report writing skills
Exceptional listening and strategic questioning skills
Must possess the ability to effectively interface with a variety of people with tact and diplomacy and work well under stressful situations
Must possess superior writing skills with ability to write edit and manage correspondence at executive levels
Professional appearance required