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 and Experience:  

• High School Diploma or G.E.D 

• 3 years of customer service experience 

• Public Transit experience preferred 

• Microsoft systems experience 

• Experience with presenting findings to management 

• Key Performance Indicator (KPI) review experience helpful 

• Audit experience helpful 

Skills:  

• Excellent communication skills (Written & Verbally) 

• Solid investigation and interviewing skills 

• Good Strategic and problem-solving skills 

• Organized and goal oriented 

• Coordination skills 

• Friendly and professional with good Customer Service etiquette 

• Attentive to details 

Key Accountabilities:  

• Investigate customer concerns and complaints and recommend corrective action when applicable, such as repeated trends and behaviors. 

• Develop and maintain tracking mechanism to monitor repeated operator offences/behaviors. 

• Identify operator trends/patterns and escalate to appropriate management while maintaining confidentiality. 

• Maintain established KPI goals for continuous operational and customer satisfaction improvements and assist with methods of correction necessary to achieve and sustain desired results. 

• Coordinate the schedule for fare collection counting and establish internal controls. Ensure corporate quality control measures of all cash and deposits. 

• Interview operators and passengers to obtain additional information regarding customers’ concerns 

• Review video from the buses to 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 job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• The work is accomplished indoors 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 materials. Work is accomplished in an office or in a cubicle space equipped with a telephone and computer. The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.  

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.  

• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world.  

• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate. 

• EEO statement: Our 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 require a reasonable accommodation to participate in the application or interview process, please contact 

  KTA-HR@keolisna.com

  . Keolis complies with federal and state disability laws and provides reasonable accommodation to qualified applicants.  

• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position” 

• Disclaimer and closing statement: The 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 skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.